1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI Standards PublicationBS EN ISO 9241-154:2013Ergonomics of human-system interactionPart 154: Interactive voice response (IVR) applications BS EN ISO 9241-154:2013 BRITISH STANDARDNational forewordThis
2、 British Standard is the UK implementation of EN ISO9241-154:2013.The UK participation in its preparation was entrusted to TechnicalCommittee PH/9, Applied ergonomics.A list of organizations represented on this committee can beobtained on request to its secretary.This publication does not purport to
3、 include all the necessaryprovisions of a contract. Users are responsible for its correctapplication. The British Standards Institution 2013. Published by BSI StandardsLimited 2013ISBN 978 0 580 67869 1ICS 13.180; 35.180Compliance with a British Standard cannot confer immunity fromlegal obligations.
4、This British Standard was published under the authority of theStandards Policy and Strategy Committee on 28 February 2013.Amendments issued since publicationDate Text affectedEUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN ISO 9241-154 February 2013 ICS 13.180; 35.180 English Version Ergonomics
5、 of human-system interaction - Part 154: Interactive voice response (IVR) applications (ISO 9241-154:2013) Ergonomie de linteraction homme-systme - Partie 154: Applications de rponse vocale interactive (RVI) (ISO 9241-154:2013) Ergonomie der Mensch-System-Interaktion - Teil 154: Dialogfhrung mittels
6、 Sprachdialogsystemen (ISO 9241-154:2013) This European Standard was approved by CEN 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 alteratio
7、n. Up-to-date lists and bibliographical references concerning such national standards 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
8、translation under the responsibility of a CEN member into its own language and notified 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, F
9、inland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZ
10、ATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centre: 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: EBS EN ISO 9241-154:2013EN ISO 9241-15
11、4:2013 (E) 3 Foreword This document (EN ISO 9241-154:2013) has been prepared by Technical Committee ISO/TC 159 “Ergonomics“ 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 standa
12、rd, either by publication of an identical text or by endorsement, at the latest 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. CE
13、N and/or CENELEC shall not be held responsible for identifying any or all such patent 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,
14、 Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, 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 Ki
15、ngdom. Endorsement notice The text of ISO 9241-154:2013 has been approved by CEN as EN ISO 9241-154:2013 without any modification. BS EN ISO 9241-154:2013ISO 9241-154:2013(E) ISO 2013 All rights reserved iiiContents PageForeword vIntroduction vii1 Scope . 12 Normative references 13 Terms and definit
16、ions . 14 Conformance . 75 Voice messaging systems . 86 Information input 86.1 General . 86.2 Informing text telephone users of acceptable input types 86.3 Non-duplication of information input 86.4 Using system information to improve efficiency . 86.5 Changing information that has been entered . 97
17、Speech input 97.1 Vocabulary choices for speech-enabled IVRs . 97.2 Phonetically distinct vocabulary in speech-enabled IVR applications . 97.3 State-specific grammar 97.4 Synonyms in grammars . 97.5 Use of dynamic grammars 107.6 Enrolment . 107.7 End-pointing and turn-taking . 107.8 Handling time-ou
18、ts for speech input 107.9 Speech IVRs with touchtone . 118 Touchtone input .118.1 Indicating touchtone capability . 118.2 Key assignment for delimiters 118.3 Pound (“#”) key in fixed length data entry 118.4 Handling time-outs for variable length touchtone input .118.5 Key assignments for affirmative
19、 and negative responses .118.6 Key assignment for the human “help” function .128.7 Minimization of caller key presses . 129 Information output .129.1 General provisions for prompts and announcements129.2 Construction of prompts and announcements .1510 Navigation .1910.1 Skip-forward function 1910.2
20、Dial-through and talk-through . 1910.3 Dial-ahead and talk-ahead . 2010.4 Global commands 2010.5 Barge-in as a default 2010.6 Restricting barge-in . 2011 Help .2011.1 Context-sensitive help . 2011.2 Caller-selectable help . 2011.3 Referencing help in initial prompt 2111.4 Help commands . 2111.5 Syst
21、em-initiated help 2112 Access to human representatives .2112.1 General 21BS EN ISO 9241-154:2013ISO 9241-154:2013(E)iv ISO 2013 All rights reserved12.2 Equal access 2112.3 Prompting access . 2112.4 Initiating transfer . 2212.5 Delays in access . 2212.6 Assistance from human representatives . 2212.7
22、Human help not available . 2313 Feedback 2313.1 General 2313.2 Feedback to caller input . 2313.3 Feedback following selection of unavailable options .2313.4 System response time 2313.5 Appropriate context for feedback messages 2313.6 Landmarks . 2413.7 Confirmation dialogues 2413.8 Intelligent use o
23、f confirmation rejections 2513.9 Additional feedback in delay situations . 2613.10 Managing extended hold situations . 2613.11 Suggesting that the caller call back 2614 Errors 2614.1 General 2614.2 Unavailability of service . 2614.3 Input prompt repetitions 2714.4 Error message content 2714.5 Two co
24、nsecutive input entry errors in touchtone-based IVRs .2714.6 Two or more consecutive input entry errors in speech-enabled IVRs 2714.7 Handling of numerous errors 2714.8 Avoiding pejorative wording in error messages .2714.9 Critical messages 2814.10 Error recovery 2814.11 Disconnection messages 2814.
25、12 Exiting due to exceeding error limit 2814.13 Referencing help . 2814.14 Error prompt wording . 2814.15 Cueing the caller about desired speech input .2814.16 Conversational repair . 2814.17 Handling too much speech input 2914.18 Mentioning touchtone options for speech IVRs 29Annex A (informative)
26、Overview of the ISO 9241 series .30Annex B (informative) The role of speech recognition errors in IVR design .31Bibliography .34BS EN ISO 9241-154:2013ISO 9241-154:2013(E)ForewordISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO memb
27、er bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, government
28、al and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.International Standards are drafted in accordance with the rules given in the ISO/IEC Directi
29、ves, Part 2.The main task of technical committees is to prepare International Standards. Draft International Standards adopted by the technical committees are circulated to the member bodies for voting. Publication as an International Standard requires approval by at least 75 % of the member bodies
30、casting a vote.Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights.ISO 9241-154 was prepared by Technical Committee ISO/TC 159, Ergonomics, Subcommittee S
31、C 4, Ergonomics of humansystem interaction.ISO/TS 9241 consists of the following parts, under the general title Ergonomic requirements for office work with visual display terminals (VDTs): Part 1: General introduction Part 2: Guidance on task requirements Part 5: Workstation layout and postural requ
32、irements Part 6: Guidance on the work environment Part 11: Guidance on usability Part 12: Presentation of information Part 13: User guidance Part 14: Menu dialogues Part 15: Command dialogues Part 16: Direct manipulation dialoguesISO 9241 also consists of the following parts, under the general title
33、 Ergonomics of human-system interaction: Part 20: Accessibility guidelines for information/communication technology (ICT) equipment and services Part 100: Introduction to standards related to software ergonomics Technical Report Part 110: Dialogue principles Part 129: Guidance on software individual
34、ization Part 143: Forms Part 151: Guidance on World Wide Web user interfaces Part 154: Interactive voice response (IVR) applications Part 171: Guidance on software accessibility ISO 2013 All rights reserved vBS EN ISO 9241-154:2013ISO 9241-154:2013(E) Part 210: Human-centred design for interactive s
35、ystems Part 300: Introduction to electronic visual display requirements Part 302: Terminology for electronic visual displays Part 303: Requirements for electronic visual displays Part 304: User performance test methods for electronic visual displays Part 305: Optical laboratory test methods for elec
36、tronic visual displays Part 306: Field assessment methods for electronic visual displays Part 307: Analysis and compliance test methods for electronic visual displays Part 308: Surface-conduction electron-emitter displays (SED) Technical Report Part 309: Organic light-emitting diode (OLED) displays
37、Technical Report Part 310: Visibility, aesthetics and ergonomics of pixel defects Technical Report Part 331: Optical characteristics of autosterescopic displays Technical Report Part 391: Requirements, analysis and compliance test methods for the reduction of photosensitive seizures Part 400: Princi
38、ples and requirements for physical input devices Part 410: Design criteria for physical input devices Part 411: Evaluation methods for the design of physical input devices Technical Specification Part 420: Selection of physical input devices Part 910: Framework for tactile and haptic interaction Par
39、t 920: Guidance on tactile and haptic interactionsThe following parts are under preparation: Part 940: Evaluation of tactile and haptic interactionsUser-interface elements, ergonomic requirements for the reduction of visual fatigue from stereoscopic images, and framework and guidance for gesture int
40、eractions are to form the subjects of future parts 161, 392 and 960.vi ISO 2013 All rights reservedBS EN ISO 9241-154:2013ISO 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 technolog
41、ies, but are distinguished 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.A
42、lthough it is extremely important 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 . Simil
43、arly, because automatic speech 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
44、 IVR dialogues and discusses 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 wit
45、h special needs, particularly 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 designe
46、d to reduce or eliminate 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 activit
47、ies as checking train schedules, 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 pa
48、rt of ISO 9241 is concerned 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 a
49、n ASR engine that recognizes 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 within 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-spe
