client success stories

We have reduced Enterprise Costs and improved the Customer Experience on hundreds of millions of user interactions to date. Industry experts and clients alike use terms like "game changer,” "no-brainer" and “real differentiator” to describe the kind of innovative and patented technologies we have created.

Our technology has 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 U.S. based technology services firm liked one of our products so much they acquired it for use in their own hosted telecom services.

Below are a few examples of where our technology has improved the customer experience and reduced operating costs for happy clients.

Request a copy of our white paper with production data from four customer sites here.

success story one

Top 10 International Bank

We deployed our technology at one of the world’s largest international banks. The bank handles over 36 million calls per year in the U.S. alone. The technology was implemented on the bank’s voice self-service retail checking application. This application was designed for handling U.S. customer inquiries on personal checking accounts.

Business Benefits
After deploying our technology, the bank verified a decrease in the average handle time in the voice self-service system from 90 seconds down to 83 seconds. Simultaneously, the bank acknowledged an improvement in customer experience and in the self-service rate within the voice system. This resulted in a 5 month ROI on the technology for the bank.

success story two

Major U.S. Travel Service

We deployed our technology at one of the largest commuter railroads in North America. Calls coming in to the call center are initially directed to a voice self-service application that provides detailed point to point schedule and fare information for travelers. The average handle time for this application was initially 176 seconds.

Business Benefits
After deploying our technology, this client increased the self-service rate in their voice self-service system by around 2 percent and simultaneously reduced the average handle time by 26 seconds.

success story three

Major Health Insurer

We deployed our technology at a provider of health insurance benefits in United States. Calls coming into the call center were directed to a voice self-service system that attempted to handle patient claims, provider benefit inquiries, and insurance premium quotes.

Business Benefits
After deploying our technology, this client increased the number of interactions in the voice system by 20 percent. They also reduced user input errors and the resulting re-prompt/retry steps by over 10 percent. This increased volume of interactions resulted in callers obtaining information from the voice application that would otherwise need to be obtained from customer service representatives at significant additional cost. The reduction in caller input errors also resulted in a better customer experience for these callers.

testimonials

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 voice self-service hosting company.


Below are some of the companies that have licensed technology developed by the Gyst Team.

why it reduces operational costs

Gyst is an enhancement for existing voice self-service systems that delivers easier, better, faster, and more cost effective customer service.

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 as humans, we excel at them. They are instinctive and natural to us. Gyst gains efficiencies in your voice self-service applications by enabling it to adapt in real time based on these human abilities. Our technology has reduced enterprise costs and improved customer service on hundreds of millions of user interactions to date. A white paper detailing results at four customer sites is available upon request.

Gyst improves customer experiences, reduces operating costs, and provides high-resolution analytics for your existing voice self-service system.

Request a copy of our white paper with production data from four customer sites here.

improves self-service rates (AHR)

improves call handle times (AHT)

improves goal completion

improving customer service

Gyst also reduces caller input error rates (those annoying "please try again..." messages) 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

pilot proves out benefits

Gyst is implemented on a per voice application basis. Our low cost pilot generally takes about a week to implement.

We then offer a 2 – 4 week trial period during which we gather data and perform A/B testing. Clients get to see exactly what their cost savings will be before signing up for one of our annual subscriptions. The annual subscription cost is based on call volume, call duration, and the actual benefits delivered. You use the service only when needed and pay only for what you use.

We work very closely with each of our clients to ensure a smooth implementation and maximum gains from our technology.

benefits summary

  • Quickly find and fix pain points your callers are struggling with today
  • Dynamically monitor speech, seasonal, and voice application changes
  • Deflect more calls away from expensive agents (10x - 20x the cost)
  • Reduce the average handle time (AHT) for self-service by 6% - 16% or more
  • Reduce caller input error rates and re-prompting by +10%
  • Improve self-service utilization (number of user interactions) by +10%
  • Increase goal completion for voice self-service
  • Mitigate mobile and background noise problems for voice self-service
  • Foster good habits and discourage zero-outs, hang-ups and call backs
  • Free up agents for complex calls, improving customer service & brand loyalty
  • Allow callers to self-serve and boost capacity at peak periods
  • Guide your Digital/Omni-Channel/IVA/NLU/Chatbot strategies
  • Pilot proves ROI with A/B testing prior to licensing

Request a copy of our white paper with production data from four customer sites here.

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