Uses call sampling, aggregate caller skills and sophisticated algorithms to identify pinch points in the IVR.Learn More
Uses machine learning and production proven algorithms to optimize the caller experience on the fly.Learn More
Saves operational costs by deflecting calls away from agents and allowing your customers to self-serve.Learn More
Gyst Analytics pinpoints exactly where in your voice applications your callers are struggling. Our patented, patent pending, and field-proven algorithms use your no input/no match data, individual caller skills at navigating the voice application, aggregate caller behavior over time and other CX factors to determine the overall health of your applications - as experienced from your customers perspective. Gyst Analytics shows, with a very high degree of accuracy and resolution, how well your callers perform at every point in the interaction dialogue (Advanced Interaction Analytics). Additionally, the service tracks individual caller frustration levels as they progress through each call and gets them to an agent or on to a different channel before its too late (Intelligent Opt Out). The service also shows how well speech vs touch-tone users perform at each point over time and as you change your call script to accommodate new services, seasonal changes and so forth (Smart Input Switching).
It's like having a real-time usability study performed every hour of every day.
Exposes caller pain and friction points in the IVR now, and as your voice applications change in the future. Our machine learning algorithms factor in caller skills, response times, aggregate error rates and more – all in real time. No need for analysts study your static, traditional IVR reports anymore.
Tracks each individual callers performance at navigating the IVR call Script and gets them to an agent before they get overly frustrated in the IVR. Alternatively, this feature can be used to trigger a chat or email session with the caller if your call center technology supports this.
Lets your IVR offer speech only, touch-tone only, or both based on what your callers demonstrate works best for them in the voice application over time. This is adjusted on an interaction by interaction basis. Callers always get the input modality that works for for the circumstance.
Millions of years of evolution and thousands of years of conversation with other humans have equipped us with complex, intuitive, and autonomous communication skills. These are skills that most of us take for granted - but we excel at them. Gyst lets your existing IVR adapt in real time based on these human abilities.
Doing this significantly reduces enterprise operational costs and improves the customer experience.
Gyst uses cloud and on-premise models to enhance efficiencies in self-service phone calls. Our patented and patent pending technology uses intelligent algorithms, machine learning and call sampling to determine caller skills at navigating the voice application. It uses this behavioral data to make adjustments to the call experience on the fly. So your IVR can tune in to the best way to communicate with each caller, every time - just like humans do.
Gyst technology has optimized and saved costs on over 300 million phone calls. A scientific white paper is available, detailing results at four customer sites - just email us here for a copy.
uses machine learning to measure, analyze and optimize the experience in real time throughout each call
speeds up audio playback (wpm) for skilled/expert callers every time they respond well
slows down audio playback for struggling/novice callers every time they respond poorly
Allows extra time for struggling callers to respond to your voice prompts. This helps reduce those annoying (and time consuming) "I'm sorry, I did not understand..." messages. Callers will appreciate that and be more likely to use the IVR on subsequent calls.
Provides additional audio instructions for callers struggling in the IVR. Sometimes just a few additional instructions or a more empathetic sounding voice can help struggling callers self-serve.
Proactively slows down audio playback at any and all interaction points known to cause difficulty for the majority of callers. This has the effect of smoothing out the call flow for all callers and helps reduce overall input errors.
Gyst reduces caller input error rates by over 10 percent. Callers experience less friction since the technology automatically tunes the experience on the fly to the exhibited skills as demonstrated by each caller, every time. Novice callers get special attention and are encouraged to use (and repeatedly use) self-service. Expert callers are handled quickly and will also be encouraged to use the system the next time they call.
reduces caller input error rates
reduces caller friction & frustration
encourages repeat use of self-service
The primary goal of Gyst is to deflect calls away from agents. The technology accomplishes this by constantly seeking the ideal speaking rate, timeout parameters, wording and other variables to suit each individual caller. So callers using their mobile phones in noisy environments will hear the audio slowed down progressively, and possibly be given additional time to respond. The same goes for elderly or cognitively impaired callers, or those multitasking at the office or at home.
improves self-service rates (AHR)
improves call handle times (AHT)
improves goal completion
A white paper is available, detailing business benefits at customer sites - just email us here for a copy.
Implementing Gyst in your voice applications is easy. We work directly with your application developer to insert a few simple web API (http) calls into the appropriate places in the voice application. The service keeps track of where each caller to the system is in the call flow, how their earlier performance at navigating the script has been, how they are doing for the current interaction, and other factors. It then computes personalization parameters unique to the caller for the next step in the dialogue. This same process works for any brand of IVR, whether hosted, remote, or on premise.
Identify ALL areas where improvements are needed to increase self-service rates
Identify specific sources of caller complaints before you need to deal with them
Identify and duplicate which design practices work best for your particular callers
Identify where Speech works best for your callers and voice applications
Identify where Touch-Tone works best for your callers and voice applications
Make proactive transfers to agents for callers having excessive difficulty in the IVR
The Gyst Team has created a new technology that delivers advanced improvements in the Customer Experience (CX) for self-service, phone-based voice applications. We realized several years ago that measuring caller skills and performance at navigating through a given voice application could be used to enhance and personalize the experience in real time. As a result of this early work, we built and tested several software models that proved this theory in production. We also received a patent on the process and have since filed several additional patents covering improvements to date. With Gyst, we have taken the lessons learned from the original technology we developed, and created a new web based version of the service that will deliver the best CX in the industry.
Gyst also received an award under Enterprise Ireland's High Potential Start Up program to bring the technology to EMEA using Ireland as a base. To that end, Gyst Technologies was formed as a new Limited Company, registered in Dublin. The goal of this company is to leverage the benefits of our field-proven technology in these additional markets.
Our dedicated team include some of the best in the business (click photo for a short bio).
Using technologies developed by the Gyst team, clients have saved hundreds of millions of dollars on over 1.5B user interactions to date. Industry experts and clients use terms like "game changer,” "no-brainer" and “real differentiator” to describe the kind of innovative and patented technologies we create. These products have been used worldwide to gain efficiencies and optimize user interactions for major airlines, international financial institutions, technology firms, and large government agencies. A top five US based technology services firm liked one of our products so much they acquired it for use in their own hosted telecom services.
Here's what some people say about the technologies the Gyst team developed for them:
“Performed flawlessly. Reduced call times by 26 seconds and increased self-service by almost 2 percent” - Director, Customer Service, Major U.S. Public Transit Company
“Delivers as promised. We verified an 11 second drop in handle times" - Director, Call Center, Top 5 Super-Regional U.S. Bank.
"A no-brainer. It provided an ROI of 5 months for the bank” - SVP Of Operations, Top 3 International Bank.
"Tens of millions of consumers will soon experience a giant leap forward in customer self-service." - CEO of major IVR hosting company.
At Gyst, we believe in working with the best in the business to deliver our advanced personalization technology. To that end, we have recently added Genesys to our growing network of partners. For delivering the best customer experience, 65 of the world’s top 100 brands choose Genesys. There is good reason for this. Genesys was one of the first companies to build its Contact Center platform around an advanced, highly scalable and highly reliable microservices architecture. This, along with their dedication to service and passion for the user experience, makes Genesys a natural, goal-aligned partner for Gyst Technologies.
With offices in New York and Dublin, Gyst is available for both the North American and EMEA call center markets.
Please contact us here or at the location below that best serves your business needs.
Gyst Technologies Corporation
PO Box 871, Larchmont,
New York 10538,
USA phone: (631) 680-4307
Gyst Technologies Limited
Fitzwilliam Street Lower, Dublin 2
Ireland phone: +353 1 539 4020