The Gyst CX service has two options for implementation - Standard and Advanced.
Gyst CX Standard
This includes the Personalized Audio Speeds feature as described below and the Gyst CX Analytics service.
Personalized Audio Speeds
Gyst gradually speeds up audio playback (wpm) for skilled/expert users every time they respond well, and slows it down for struggling/novice users every time they respond poorly, relative to other users navigating the same voice application.
Gyst CX Advanced
This option includes everything in the Gyst CX Standard service option plus any number of the advanced features as described below that the client chooses to avail of. Each advanced feature incurs separate billing and setup costs.
Personalized Response Times
This allows extra time for struggling users to respond to your voice prompts. It helps reduce those annoying (and time consuming) "I'm sorry, I did not understand..." messages. Your customers will appreciate that and be more likely to use the voice channel the next time they are given the option to.
Intelligent Opt Out
This feature tracks each individual users performance at navigating the dialog flow and gets them to an agent before they get overly frustrated in the voice channel. Alternatively, this feature can be used to trigger a chat or email session with the user if your call center technology supports this.
Personalized Audio Content
This feature provides additional audio instructions for users struggling in the voice channel. Sometimes just a few additional instructions or a more empathetic sounding voice can help your customers to self-serve.
Smart Modality Switching
This feature allows your voice channel to offer speech only, touch-tone only, or both based on what your users demonstrate works best for them at each unique interaction point in the voice application. Your customers will always get the input modality that works best for each situation.
Switch To Speech Signals - a notification that is sent via the Gyst API to the voice application indicating that a particular caller will be more productive at navigating the dialog flow via speech input.
Switch To DTMF Signals - a notification that is sent via the Gyst API to the voice application indicating that a particular caller will be more productive at navigating the dialog flow via DTMF input.
Node Adjusted Audio Speeds
This feature proactively slows down audio playback at any and all interaction points known to cause difficulty for the majority of users. This has the effect of smoothing out the call flow for all users and helps reduce overall input errors.
DTMF Up Shifts Signals - a notification that is sent via the Gyst API to the voice application indicating that a particular DTMF Gyst Node could be sped up for all users because it is easily navigated by most users.
DTMF Down Shifts Signals - a notification that is sent via the Gyst API to the voice application indicating that a particular DTMF Gyst Node could be slowed down for all users because it is difficult to navigate by most users.
Speech Up Shifts Signals - a notification that is sent via the Gyst API to the voice application indicating that a particular Speech Gyst Node could be sped up for all users because it is easily navigated by most users.
Speech Down Shifts Signals - a notification that is sent via the Gyst API to the voice application indicating that a particular Speech Gyst Node could be slowed down for all users because it is difficult to navigate by most users.
Advanced CX Analytics
This feature exposes customer pain and friction points in the dialogue flow now, and as your voice applications change in the future. Our machine learning and advanced algorithms factor in user skills, response times, aggregate error rates and more – all in real time. So there's no need for you to wait for your analysts to study your static, traditional IVR reports anymore.
