This global banking leader serves millions of customers across the United States through its extensive network of branches and offices in major cities, including New York, Los Angeles, Chicago, and Miami. Offering a full range of financial services, the bank supports individuals, small businesses, corporations, and institutions with products like personal banking, wealth management, and commercial banking.
Handling over 36 million calls annually, the bank’s existing Interactive Voice Response (IVR) system struggled to meet customer expectations. Many calls involved routine inquiries, such as checking account balances or loan information, but the IVR system’s inefficiencies led to longer handle times, customer frustration, and increased reliance on live agents. The bank needed a solution to improve self-service rates, reduce call durations, and enhance the overall customer experience.
During the initial proof of concept (PoC) period, Gyst implemented its technology to dynamically adjust the audio playback rate of voice prompts in the IVR. Over a two-week period, A/B tests were conducted on more than 40,000 phone calls to measure engagement and performance. Gyst Analytics collected data on caller behavior, and existing voice prompts were speed-adjusted based on individual caller skills.
In summary, the results indicated:
After deploying our technology, the customer realized a decrease in the average handle time in the voice self-service system from 90 seconds down to 83 seconds. Simultaneously, they experienced an improvement in the self-service rate within the voice system—fewer calls went to agents as a result. Additionally, callers using the speed-adjusted audio had 27.22% more engagement (Conversation Turns) with the IVR over callers using standard audio. These callers also encountered 18.5% fewer error messages and, thus, had to reenter information 18.5% fewer times.
The bottom line was a five month ROI on the technology for the bank.
