how it works

Gyst is an enhancement for existing voice self-service systems that delivers easier, better, faster, and more cost effective customer service. The product continually adjusts the call experience to suit the skills and abilities of each individual as they navigate their way through the menus and natural dialogue flow of your voice applications. While doing this, it also analyzes historical and realtime information on caller behavior to provide you with high resolution analytics you can use to find and resolve pain points in the call flow and to guide your digital transformation strategies. Our technology has reduced enterprise costs and improved customer service on hundreds of millions of user interactions to date.

Gyst uses cloud and premise SaaS models to deliver these benefits for any voice platform via our simple, web-based rest API. Our patented and patent pending technology uses machine learning, intelligent algorithms, and thousands of call and interaction samples to learn how an individual is performing as they navigate their way through each interaction point in the voice application. It also factors in how a particular user is performing compared to thousands of other users that have traversed the same interactions in the dialogue flow. It then makes adjustments to the user experience on the fly to tune in to the best way to communicate with each caller, every time. Parameters like adjusting the audio playback speed (words per minute spoken) up or down, varying the time allowed to respond to audio prompts, changing the audio instructions and the tone and inflection of the audio and so forth - are all adjusted dynamically, and at each interaction point, all driven by each callers unique ability to navigate your dialogue flow. Importantly, no personal information is shared or required to accomplish this.

Gyst will work for traditional call center IVRs, voice-enabled Virtual Assistants, or any device that uses voice as a means of user communication.

Gyst is comprised of Gyst Adaptive and Gyst Analytics

gyst adaptive

Uses machine learning and production proven algorithms to optimize caller experiences on the fly.

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gyst analytics

Uses call sampling, aggregate caller skills and proven algorithms to identify pain points in the IVR.

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real savings

Improves customer service, saves operational costs and makes your customers happy to self-serve.

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gyst adaptive

make your customers happy to self-serve

Gyst Adaptive uses production proven algorithms and machine learning to measure, analyze, and optimize the user experience in real time throughout each call and user interaction. It adjusts the speaking rate (words per minute), the response time allowed, the best mode of input (speech or touch-tone), and the inflection, message content and other parameters to suit each individual user as they progress through the speech dialogue.

Our technology provides a significantly better call experience and allows a greater number of users to self-serve. With Gyst added to your existing voice applications, your existing voice self-service system can tune in to the best way to communicate with each caller, every time - just as humans do.

Doing this reduces enterprise costs and improves the customer experience.

gyst adaptive - standard CX improvement

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

gyst adaptive - advanced CX improvement

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.

personalizing the customer experience

home screen for the gyst user interface

gyst analytics

high value, high resolution insight on your valuable customers

Gyst Analytics pinpoints exactly where in your voice applications your customers 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. It's like having a real-time usability study performed every minute of the day.

Gyst Analytics shows, with a very high degree of accuracy and resolution, how well your customers 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 voice self-service call flow to accommodate new services, seasonal changes and so forth (Smart Input Switching).

The technology does the work of your traditional number-crunching analysts here, continually finding areas for cost savings and efficiency improvement. Use it to assess weak areas in your current voice self-service applications and to guide your digital transformation strategies.

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.

gyst analytics sample report (one of many)

very high resolution insight into customer behavior in the voice system

web based. easy integration.

Implementing Gyst into your voice applications is easy. We work directly with your voice application developer to insert some http calls to our cloud-based rest API at a few key areas 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, how they are doing compared to thousands of other users that have previously navigated the current interaction point, 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. It also works for voice-enabled Virtual Assistants, or any device that uses voice as a means of user communication.

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