DIN EN ISO 9241-154-2013 Ergonomics of human-system interaction - Part 154 Interactive voice response (IVR) applications (ISO 9241-154 2013) German version EN ISO 9241-154 2013《人机交.pdf

1、May 2013Translation by DIN-Sprachendienst.English price group 18No part of this translation may be reproduced without prior permission ofDIN Deutsches Institut fr Normung e. V., Berlin. Beuth Verlag GmbH, 10772 Berlin, Germany,has the exclusive right of sale for German Standards (DIN-Normen).ICS 13.

2、180; 35.240.99!%#;“2009824www.din.deDDIN EN ISO 9241-154Ergonomics of human-system interaction Part 154: Interactive voice response (IVR) applications(ISO 9241-154:2013);English version EN ISO 9241-154:2013,English translation of DIN EN ISO 9241-154:2013-05Ergonomie der Mensch-System-Interaktion Tei

3、l 154: Sprachdialogsysteme (ISO 9241-154:2013);Englische Fassung EN ISO 9241-154:2013,Englische bersetzung von DIN EN ISO 9241-154:2013-05Ergonomie de linteraction homme-systme Partie 154: Applications de rponse vocale interactive (RVI) (ISO 9241-154:2013);Version anglaise EN ISO 9241-154:2013,Tradu

4、ction anglaise de DIN EN ISO 9241-154:2013-05www.beuth.deIn case of doubt, the German-language original shall be considered authoritative.Document comprises 45 pages04.13 DIN EN ISO 9241-154:2013-05 2 A comma is used as the decimal marker. National foreword This document (EN ISO 9241-154:2013) has b

5、een prepared by Technical Committee ISO/TC 159 “Ergonomics”, Subcommittee SC 4 “Ergonomics of human-system interaction”, Working Group WG 5 “Soft-ware ergonomics and human-computer dialogues” in collaboration with Technical Committee CEN/TC 122 “Ergonomics” (Secretariat: DIN, Germany). The responsib

6、le German body involved in its preparation was the Normenausschuss Ergonomie (Ergonomics Standards Committee), Joint Working Committee NA 023-00-04-05 GAK Gemeinschaftsarbeitskreis NAErg/ NIA; Benutzungsschnittstellen. ISO 9241 was originally developed as a seventeen-part International Standard on t

7、he ergonomics requirements for office work with visual display terminals. As part of the standards review process, a major restructuring of ISO 9241 was agreed to broaden its scope, to incorporate other relevant standards and to make it more usable. The general title of the revised ISO 9241, “Ergono

8、mics of human-system interaction”, reflects these changes and aligns the standard with the overall title and scope of Technical Committee ISO/TC 159, Subcommittee SC 4. The revised multipart standard is structured as series of standards numbered in the “hundreds”: the 100 series deals with software

9、interfaces, the 200 series with human centred design, the 300 series with visual displays, the 400 series with physical input devices, and so on. There is no DIN Standard available which corresponds to the International Standard referred to in this document. DIN EN ISO 9241 consists of the following

10、 parts, under the general title Ergonomic requirements for officework with visual display terminals (VDTs): Part 1: General introduction Part 2: Guidance on task requirements (DIN EN 29241-2) Part 5: Workstation layout and postural requirements Part 6: Guidance on the work environment Part 11: Guida

11、nce on usability Part 12: Presentation of information Part 13: User guidance Part 14: Menu dialogues Part 15: Command dialogues Part 16: Direct manipulation dialogues DIN EN ISO 9241-154:2013-05 3 EN ISO 9241 also consists of the following parts, under the general title Ergonomics of human-system in

12、teraction: Part 20: Accessibility guidelines for information/communication technology (ICT) equipment and services Part 110: Dialogue principles Part 129: Guidance on software individualization Part 143: Forms Part 151: Guidance on World Wide Web user interfaces Part 154: Interactive voice response

13、(IVR) applications Part 171: Guidance on software accessibility Part 210: Human-centred design for interactive systems Part 300: Introduction to electronic visual display requirements Part 302: Terminology for electronic visual displays Part 303: Requirements for electronic visual displays Part 304:

14、 User performance test methods for electronic visual displays Part 305: Optical laboratory test methods for electronic visual displays Part 306: Field assessment methods for electronic visual displays Part 307: Analysis and compliance test methods for electronic visual displays Part 391: Requirement

15、s, analysis and compliance test methods for the reduction of photosensitive seizures Part 400: Principles and requirements for physical input devices Part 410: Design criteria for physical input devices Part 420: Selection of physical input devices Part 910: Framework for tactile and haptic interact

16、ion The remaining parts of this standards series have not been adopted. DIN EN ISO 9241-154:2013-05 4 This page is intentionally blank EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN ISO 9241-154 February 2013 ICS 13.180; 35.180 English Version Ergonomics of human-system interaction - Part 154:

17、 Interactive voice response (IVR) applications (ISO 9241-154:2013) Ergonomie de linteraction homme-systme - Partie 154: Applications de rponse vocale interactive (RVI)Ergonomie der Mensch-System-Interaktion - Teil 154: Sprachdialogsysteme (ISO 9241-154:2013)This European Standard was approved by CEN

18、 on 28 December 2012. CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national standard

19、s may be obtained on application to the CEN-CENELEC Management Centre or to any CEN member. This European Standard exists in three official versions (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notif

20、ied to the CEN-CENELEC Management Centre has the same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Ice

21、land, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centr

22、e: Avenue Marnix 17, B-1000 Brussels 2013 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN ISO 9241-154:2013: E(ISO 9241-154:2013) 2Contents Page Foreword . 4 Introduction . 5 1 Scope . 7 2 Normative references. 7 3 Terms and defini

23、tions 7 4 Conformance 13 5 Voice messaging systems 14 6 Information input 14 6.1 General 14 6.2 Informing text telephone users of acceptable input types 14 6.3 Non-duplication of information input . 14 6.4 Using system information to improve efficiency 14 6.5 Changing information that has been enter

24、ed . 15 7 Speech input . 15 7.1 Vocabulary choices for speech-enabled IVRs 15 7.2 Phonetically distinct vocabulary in speech-enabled IVR applications 15 7.3 State-specific grammar . 15 7.4 Synonyms in grammars 15 7.5 Use of dynamic grammars 16 7.6 Enrolment 16 7.7 End-pointing and turn-taking 16 7.8

25、 Handling time-outs for speech input 16 7.9 Speech IVRs with touchtone . 17 8 Touchtone input . 17 8.1 Indicating touchtone capability 17 8.2 Key assignment for delimiters 17 8.3 Pound (“#”) key in fixed length data entry 17 8.4 Handling time-outs for variable length touchtone input 17 8.5 Key assig

26、nments for affirmative and negative responses 17 8.6 Key assignment for the human “help” function . 18 8.7 Minimization of caller key presses . 18 9 Information output . 18 9.1 General provisions for prompts and announcements . 18 9.2 Construction of prompts and announcements . 21 10 Navigation . 25

27、 10.1 Skip-forward function 25 10.2 Dial-through and talk-through 25 10.3 Dial-ahead and talk-ahead . 26 10.4 Global commands 26 10.5 Barge-in as a default 26 10.6 Restricting barge-in . 26 11 Help 26 11.1 Context-sensitive help . 26 11.2 Caller-selectable help 26 11.3 Referencing help in initial pr

28、ompt 27 11.4 Help commands 27 11.5 System-initiated help . 27 DIN EN ISO 9241-154:2013-05 EN ISO 9241-154:2013 (E) 12 Access to human representatives 27 12.1 General 27 12.2 Equal access . 27 12.3 Prompting access 27 12.4 Initiating transfer 28 12.5 Delays in access . 28 12.6 Assistance from human r

29、epresentatives . 28 12.7 Human help not available 29 13 Feedback . 29 13.1 General 29 13.2 Feedback to caller input 29 13.3 Feedback following selection of unavailable options 29 13.4 System response time . 29 13.5 Appropriate context for feedback messages 29 13.6 Landmarks 30 13.7 Confirmation dial

30、ogues . 30 13.8 Intelligent use of confirmation rejections 31 13.9 Additional feedback in delay situations. 32 13.10 Managing extended hold situations . 32 13.11 Suggesting that the caller call back . 32 14 Errors . 32 14.1 General 32 14.2 Unavailability of service 32 14.3 Input prompt repetitions 3

31、3 14.4 Error message content 33 14.5 Two consecutive input entry errors in touchtone-based IVRs 33 14.6 Two or more consecutive input entry errors in speech-enabled IVRs . 33 14.7 Handling of numerous errors 33 14.8 Avoiding pejorative wording in error messages . 33 14.9 Critical messages . 34 14.10

32、 Error recovery . 34 14.11 Disconnection messages 34 14.12 Exiting due to exceeding error limit . 34 14.13 Referencing help 34 14.14 Error prompt wording 34 14.15 Cueing the caller about desired speech input 34 14.16 Conversational repair 34 14.17 Handling too much speech input . 35 14.18 Mentioning

33、 touchtone options for speech IVRs . 35 Annex A (informative) Overview of the ISO 9241 series 36 Annex B (informative) The role of speech recognition errors in IVR design . 37 Bibliography 40 3DIN EN ISO 9241-154:2013-05 EN ISO 9241-154:2013 (E) Foreword This document (EN ISO 9241-154:2013) has been

34、 prepared by Technical Committee ISO/TC 159 in collaboration with Technical Committee CEN/TC 122 “Ergonomics” the secretariat of which is held by DIN. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest

35、by August 2013, and conflicting national standards shall be withdrawn at the latest by August 2013. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN and/or CENELEC shall not be held responsible for identifying any or all such p

36、atent rights. According to the CEN-CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedoni

37、a, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. Endorsement notice The text of ISO 9241-154:2013 has been approved by CEN

38、 as EN ISO 9241-154:2013 without any modification. “Ergonomics”4DIN EN ISO 9241-154:2013-05 EN ISO 9241-154:2013 (E) IntroductionThis part of ISO 9241 contains provisions specific to interactive voice response (IVR) systems, which may involve a combination of voice technologies, but are distinguishe

39、d by the use of the telephone as the information transfer mechanism. These provisions assume no visual displays of information to the user beyond the labels on the telephones keypad, with the notable exception of text telephones (TTYs), which have a visual feedback display.Although it is extremely i

40、mportant that IVR user interface designers take into account the cultural and linguistic aspects of the user interface that impact the intended user population, these aspects are beyond the scope of this part of ISO 9241 and are not addressed in this part of ISO 9241 . Similarly, because automatic s

41、peech recognition (ASR) performs differently for different languages and the technology continues to improve, it is beyond the scope of this document to provide detailed provisions on ASR user interface design generally. Rather, this part of ISO 9241 focuses on the design of IVR dialogues and discus

42、ses only those ASR user interface design issues that impact dialogue design.Many current IVR systems pose significant accessibility challenges to callers with disabilities. Some of the provisions in this part of ISO 9241 were developed specifically to accommodate callers with special needs, particul

43、arly those who are deaf or who have hearing impairments.The provisions in this document are intended to be compatible with ISO/IEC 13714.Interactive voice response (IVR) systems became a common means of delivering customer service in the late 1980s. These systems are designed to reduce or eliminate

44、the need for human-in-the-loop customer support by automating many of the functions that human customer service representatives typically provide over the telephone with respect to processing of customer transactions. Thus, users (i.e. callers) can now engage in such activities as checking train sch

45、edules, ordering a book or reporting problems with their television cable service by interacting with an IVR system. In addition, IVRs often automate call-routing functions so that the caller can be connected with the right assistance to handle their specific request.This part of ISO 9241 is concern

46、ed with the design of the humanIVR system dialogue and related topics. As shown in Figure 1, callers typically interact with the IVR system through one of two methods: speech or touchtone (DTMF) input via the telephone keypad. If an IVR system is speech-enabled, it employs an ASR engine that recogni

47、zes the speech input from the caller. If it is not speech-enabled, it typically recognizes only touchtone input from the telephone keypad or, sometimes, TTY input. Speech-enabled IVR systems are a relatively recent development and many systems are now designed to accept both touchtone and speech wit

48、hin a given dialogue with a caller. The IVR system responds via hardware and/or software that presents synthesized, digitized or recorded speech to the caller and that may also present non-speech audio. The fact that there is no assumed visual display of information to the caller in these applicatio

49、ns poses a challenge to dialogue designers because of the burden placed on the caller to navigate the application and process and remember the relevant information without the aid of any visual display.5DIN EN ISO 9241-154:2013-05 EN ISO 9241-154:2013 (E) Figure 1 IVR system representationThis part of ISO 9241 provides provisions for the design of IVR dialogues in speech-enabled and touchtone-based IVR systems. Therefore, it