ISO/IEC NP 25420

Information technology — Multimodal interaction user interface for customer services systems

Scope

This document provides characteristics and a functional view of multimodal interaction user interfaces (UI) for customer service systems (CSSs). It establishes a reference architecture and specifies the technical requirements and recommendations of CSSs implemented by multimodal interactions such as video, voice, and text.
This document is applicable to all types of organizations for their developing, selecting, using, or evaluating multimodal interaction-based CSSs.