Gyst improves the customer experience in voicebots and IVR systems. It does this by dynamically adjusting the audio playback speed, user response times allowed, and other factors to suit each customers demonstrated skills and abilities. Read more on how Gyst works here.
Gyst also drives cost efficiencies in voicebots and IVR systems. It's form of behavioral "tuning in" increases self-service rates, reduces customer input errors and friction, and lowers average handle times (AHT) for automated sessions. Read more on why Gyst matters here.
Gyst's machine learning and advanced algorithms use high resolution analyses of users skills at navigating the voice application, and other CX factors, to determine the overall effectiveness of voicebots and IVR dialog flows. Read more on Gyst's Advanced CX Analytics here.
You can find a complete list of additional resources on Gyst here.
There is a one-time setup fee for enhancing a Multicloud CX voice application with Gyst CX. The setup is performed on behalf of the client by Gyst Technologies or one of its certified Genesys Partners. The setup takes about a week to implement and the cost for the service to the client is $9,500. This work can be performed under service agreements the client currently has with Genesys. Gyst Technologies, or one of it's partners, will require access to a copy of the voice application in order to perform the setup.
In summary, adding Gyst to a Multicloud CX voice application is accomplished using Genesys Designer and the Gyst CX Shared Module. The process consists of adding the Gyst CX Shared Module to the Multicloud CX environment and using Designer to make calls to it from the voice application. The Shared Module calls are added just ahead of each point in the dialog flow that an input response is requested from the caller.
Each call to the Shared Module requires an Assign Variables block to initialize the Shared Module variables with the Gyst API JSON Payload. After invocation, the Shared Module returns several variables containing Gyst CX optimized prompts in TTS/SSML form. The application developer can use these prompts wherever needed in the voice application. If a client requires the use of pre-recorded audio files in the voice application instead of, or in combination with TTS audio, Gyst Technologies will handle this as part of the application setup process. The step-by-step guide for application setup begins below. A quick overview of the process is also shown via the movie tutorial here.
The Gyst CX Demo Application, Gyst CX Shared Module, and any required Advanced Scripting are all provided during the Gyst For Genesys Multicloud CX subscription process.
The Gyst CX Shared Module comes pre-configured with all of the Gyst CX User Variables and Advanced Scripting you need to call it from your Multicloud CX voice applications. Setting up and using the Gyst CX User Variables and Advanced Scripting is discussed in steps 2 and 3 below.
As shown in the Gyst CX Demo Application below, the same User Variables contained in the Gyst CX Shared Module need to be added to the Initialize Block here.
There are a total of 37 Gyst CX User Variables available to populate the JSON payload for the Gyst API. Three of these are required for each API call and the remainder are optional.
The varGystSession, varGystNode, and varGystRequest User Variables are the required User Variables. You can learn more about what values are required for each of these variables in the Gyst API documentation here.
The varGystPayload variable is used to hold the entire JSON payload that will ultimately be sent to the Gyst Server via the Gyst CX Shared Module. This module will also return the results from the server. The application can use these returned values to play the Gyst optimized versions of each voice prompt.
The remainder of the Gyst CX User Variables hold the TTS text for the wide variety of audio prompts the Gyst Server optimizes for use in the application. As mentioned earlier, initialization and usage of these variables is optional and in most cases, only a few will need to be used. While the Gyst CX Demo, which is provided during the subscription process shows how to use these variables, a listing of each logical group is provided below.
varGystAudio01 - varGystAudio10
These variables hold the TTS text strings of any Menu Prompts, Play Message Prompts, and other general dialog messages.
varGystAudioNI1 - varGystAudioNI4
These variables hold the TTS text strings for the No Input Retry 1 - 3 and No Input Retry Final prompts respectively.
varGystAudioNM1 - varGystAudioNM4
These variables hold the TTS text strings for the No Match Retry 1 - 3 and No Match Retry Final prompts respectively.
varGystAudioC1 - varGystAudioC4
These variables hold the TTS text strings for the Confirmation 1 - 4 prompts respectively.
varGystAudioCRNI1 - varGystAudioCRNI4
These variables hold the TTS text strings for the Confirmation No Input Retry 1 - 3 and Confirmation No Input Retry Final prompts respectively.
varGystAudioCRNM1 - varGystAudioCRNM4
These variables hold the TTS text strings for the Confirmation No Match Retry 1 - 3 and Confirmation No Match Retry Final prompts respectively.
varGystAudioD1 - varGystAudioD4
These variables hold the TTS text strings for the Disconfirmation 1 - 4 prompts respectively.
varGystTranscription
This variable holds the TTS text string representing the users most recent utterance
The Gyst CX Assign Variables block needs to be added as shown in the following screen...
...and the ECMAScript provided below can be copied, pasted, and edited into the Advanced Scripting tab as shown in the screen above.
varGystPayload = {
'varGystSession': '1',
'varGystNode': '1',
'varGystRequest': '21', // start of session
'varGystAudio01': 'you can choose from the following options, to update your billing address, press 1, to check your available balance, press 2, to hear more about how gist technology works, press 3, to end the demo, press 4',
'varGystAudio02': '',
'varGystAudio03': '',
'varGystAudio04': '',
'varGystAudio05': '',
'varGystAudio06': '',
'varGystAudio07': '',
'varGystAudio08': '',
'varGystAudio09': '',
'varGystAudio10': '',
'varGystAudioNI1': 'sorry, could you repeat that',
'varGystAudioNI2': 'I didn\'t get that, please try again',
'varGystAudioNI3': 'please try again',
'varGystAudioNI4': 'final no input retry message, for the demo, let\'s continue.',
'varGystAudioNM1': 'sorry, could you repeat that',
'varGystAudioNM2': 'I didn\'t get that, please try again',
'varGystAudioNM3': 'please try again',
'varGystAudioNM4': 'final no match retry message, for the demo, let\'s continue.',
'varGystAudioC1': '',
'varGystAudioC2': '',
'varGystAudioC3': '',
'varGystAudioC4': '',
'varGystAudioCRNI1': '',
'varGystAudioCRNI2': '',
'varGystAudioCRNI3': '',
'varGystAudioCRNI4': '',
'varGystAudioCRNM1': '',
'varGystAudioCRNM2': '',
'varGystAudioCRNM3': '',
'varGystAudioCRNM4': '',
'varGystAudioD1': '',
'varGystAudioD2': '',
'varGystAudioD3': '',
'varGystAudioD4': '',
'varGystTranscription': 'text representing the users utterance'
};
The Gyst CX Start Session Shared Module block needs to be added right under the assign variables block described in the previous paragraph.
Check that the Signature of the Gyst CX Start Session Shared Module block matches the User Variables assigned in the Advanced Scripting tab of the Assign Variables block described above.
The Gyst CX Demo voice application is also provided during the subscription sign up process. You can use this application to check your Menu, Bot, User Input, and other User Interaction blocks are assigned correctly.
Gyst provides Retry Prompt User Variables that allow you to pre-configure each User Interaction block so that No Input, No Match, Confirmation, Confirmation No Input, Confirmation No Match, and Disconfirmation prompts are always available to the voice application when needed.
Your Gyst enhanced voice application is now ready for publishing and use in the same way you publish and run your existing Multicloud voice applications.
You can dig deeper on how the Shared Module uses the Gyst to get custom CX recommendations for each caller at each step of the voice application at the Gyst API page here.
You can also see a sample of the Gyst Analytics reports available on daily optimization performance here.
Using Gyst in your Genesys Multicloud CX environment is accomplished using Genesys Designer and our custom built Shared Module.
The movie below gives you a quick overview of the implementation process.
You can also read step-by-step instructions on this process here.
