This document provides characteristics and a functional view of multimodal interaction for customer service systems (CSSs). It establishes a reference architecture and specifies the technical requirements and recommendations of CSSs to enable the interoperability, usability and efficiency of multimodal interactions implementation in CSSs.
This document is applicable to all types of organizations for their developing, selecting, using, or evaluating multimodal interaction-based CSSs.
Registration number (WIID)
90279
Scope
This document provides characteristics and a functional view of multimodal interaction for customer service systems (CSSs). It establishes a reference architecture and specifies the technical requirements and recommendations of CSSs to enable the interoperability, usability and efficiency of multimodal interactions implementation in CSSs.
This document is applicable to all types of organizations for their developing, selecting, using, or evaluating multimodal interaction-based CSSs.
