AS 5061-2008

Interactive voice response systems user interface - Speech recognition

Standards Australia

More info

1 - AS 5061-2008 INTERACTIVE VOICE RESPONSE SYSTEMS USER INTERFACE-SPEECH RECOGNITION
4 - PREFACE
5 - CONTENTS
6 - FOREWORD
8 - SECTION 1 SCOPE AND GENERAL
8 - 1.1 SCOPE
8 - 1.2 APPLICATION
8 - 1.3 REFERENCED DOCUMENTS
8 - 1.4 DEFINITIONS
8 - 1.4.1 Application
9 - 1.4.2 Audio icon
9 - 1.4.3 Automatic speech recognition
9 - 1.4.4 Barge-in
9 - 1.4.5 Confirmation
9 - 1.4.6 Correct accept (CA)
9 - 1.4.7 Correct reject (CR)
9 - 1.4.8 Dialogue state/module
9 - 1.4.9 Directed dialogue
9 - 1.4.10 Disability
9 - 1.4.11 Disambiguate
9 - 1.4.12 DTMF
10 - 1.4.13 Earcon
10 - 1.4.14 End-of-speech timeout
10 - 1.4.15 Enrolment Session
10 - 1.4.16 False accept (FA)
10 - 1.4.17 False reject (FR)
10 - 1.4.18 Feedback
10 - 1.4.19 Global error count
10 - 1.4.20 Grammar
10 - 1.4.21 Impairment
10 - 1.4.22 ‘In grammar’ utterance
10 - 1.4.23 Interactive voice response (IVR) system or service
10 - 1.4.24 Key phrase
10 - 1.4.25 Keyword
11 - 1.4.26 Landmarking
11 - 1.4.27 Menu
11 - 1.4.28 Mixed initiative
11 - 1.4.29 Multi-mode
11 - 1.4.30 n-best
11 - 1.4.31 No speech timeout
11 - 1.4.32 Non-speech audio
11 - 1.4.33 Open dialogue
11 - 1.4.34 ‘Out-of-grammar’ (OOG) utterance
11 - 1.4.35 Natural (language) speech recognition
11 - 1.4.36 Pre-processing
12 - 1.4.37 Prompt
12 - 1.4.38 Recognition threshold
12 - 1.4.39 Prosody
12 - 1.4.40 Self-service
12 - 1.4.41 Side-speech
12 - 1.4.42 Skiplist
12 - 1.4.43 Speaker dependent
12 - 1.4.44 Speaker independent
12 - 1.4.45 Speech recognition
12 - 1.4.46 Statistical language model
12 - 1.4.47 System
12 - 1.4.48 Text-to-speech (TTS)
13 - 1.4.49 Timeout
13 - 1.4.50 Universal (or global) command
13 - 1.4.51 Usability
13 - 1.4.52 User
13 - 1.4.53 User interface
13 - 1.4.54 Utterance
13 - 1.4.55 Voice portal
14 - SECTION 2 NAMING CONVENTIONS
14 - 2.1 GENERAL
14 - 2.2 TERMINOLOGY IN SYSTEM PROMPTS AND SPOKEN COMMANDS
21 - SECTION 3 SYSTEM INPUT
21 - 3.1 GENERAL
21 - 3.2 BARGE-IN
21 - 3.3 DTMF INPUT IN SPEECH RECOGNITION APPLICATIONS
21 - 3.3.1 Scope
21 - 3.3.2 Operation
21 - 3.3.3 Error recovery
22 - SECTION 4 SYSTEM OUTPUT
22 - 4.1 GENERAL
22 - 4.2 PROMPT CHARACTERISTICS
23 - 4.3 OUTPUT OF DIGIT STRINGS
23 - 4.4 CALL RECORDING
23 - 4.5 MENUS
23 - 4.5.1 General
23 - 4.5.2 Appropriate usage of menus
23 - 4.5.3 Menu structure
23 - 4.5.4 Menu content
24 - 4.6 NON-SPOKEN OUTPUT
24 - 4.6.1 General
24 - 4.6.2 Tones
25 - 4.6.3 Confirmation tones
25 - 4.6.4 Error tones
25 - 4.6.5 Tones for advanced users
26 - SECTION 5 ERRORS AND TIMEOUTS
26 - 5.1 GENERAL
26 - 5.2 TIMEOUTS
26 - 5.2.1 General
26 - 5.2.2 End-of-speech timeout
26 - 5.2.3 Timeout values
26 - 5.3 TRANSFER TO AN OPERATOR
27 - 5.4 UNAVAILABILITY OF SERVICE
27 - 5.5 ERROR HANDLING
27 - 5.5.1 General
27 - 5.5.2 Types of error
27 - 5.5.3 Levels of error
28 - 5.5.4 Repeated errors
28 - 5.5.5 Error message content
28 - 5.5.6 Critical messages
28 - 5.5.7 Disconnection messages
29 - SECTION 6 HELP AND TUTORIALS
29 - 6.1 GENERAL
29 - 6.2 HELP
29 - 6.2.1 General
29 - 6.2.2 Instruction Help
29 - 6.2.3 Knowing help exists
29 - 6.3 TUTORIAL
30 - APPENDIX A - TIPS FOR DESIGNERS

Abstract

Specifies requirements for the design of the user interface in Interactive Voice Response (IVR) systems where the primary user input is by speech.

Scope

This Standard specifies requirements for the design of the user interface in Interactive Voice Response (IVR) systems where the primary user input is by speech.
User input by Short Message Service, Wireless Application Protocol and General Packet Radio Service is outside the scope of this document.
NOTE: Where the user interface allows input by means of both DTMF and speech, the requirements of AS/NZS 4263 should apply to DTMF input except where this Standard includes specific requirements for multi-mode input.
While this Standard does not specifically address issues concerned with accessibility by people with disabilities, attention is drawn to the Australian Disability Discrimination Act 1992 which makes it unlawful for a person or organization who provides IVR services, to discriminate against another person on the grounds of the other person’s disability.
Of importance is that any service accessible by the public should be able to be accessed without discrimination unless making the service available would impose unjustifiable hardship on the person or organization providing the service, would be technically impossible, would impose major difficulties or involve unreasonable costs.