Gyst technology has reduced enterprise costs and improved the customer experience on over 300 million phone calls.

gyst analytics

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

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gyst adaptive

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

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real savings

Saves operational costs by deflecting calls away from agents and allowing your customers to self-serve.

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Our web API makes it easy to do the same for you.

gyst analytics

Gyst Analytics delivers high value insight into caller behavior in the IVR. It pinpoints exactly where in the call script callers are struggling - using not just timeout and no input/no match data, but caller skill levels, aggregate caller behaviour and historical caller proficiency levels. The software also tracks individual caller frustration levels as they progress through each call and gets them to an agent before its too late (proactive call transfer feature). It shows how well they perform at every point in the interaction dialogue, how well speech vs touch-tone users perform at each point over time and as you change your call script to accommodate new services, seasonal changes and so forth. It's like having a real-time usability study performed every hour of every day.

Gyst Analytics can be implemented as a standalone, independent feature, to expose areas in need of real improvement in your voice applications. This is particularly important for older or poor performing IVR scripts, or where calls are outsourced to call centers or a hosted service. Many such service providers have little or no financial incentive to optimize the IVR, especially if they are providing both the Customer Service Representatives and the IVR services, since doing that would only reduce their bottom line on the more expensive agent answered calls.


With Gyst Analytics, you can quickly and continuously:

uses sophisticated algorithms to quickly identify trouble spots in the IVR call flow script

creates alerts on individual caller frustration levels as they progress through each call

tracks the overall customer journey as they engage with each step in the IVR call script

gyst adaptive

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 we excel at them. Gyst lets your existing IVR adapt in real time based on these human abilities. Doing this significantly reduces operational costs for the enterprise.

how it works

Gyst uses cloud and on-premise models to enhance efficiencies in self-service phone calls. Our patented and patent pending technology uses intelligent algorithms, machine learning and call sampling to determine caller skills at navigating the voice application. It uses this behavioral data to make adjustments to the call experience on the fly. So your IVR can tune in to the best way to communicate with each caller, every time - just like humans do.

Gyst technology has optimized and saved costs on over 300 million phone calls. A scientific white paper is available, detailing results at four customer sites - just email us here for a copy.

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, provides extra instructions and allows more time for slower/less skilled callers

improving the caller experience

Gyst reduces caller input error rates 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 

boosts capacity at peak periods

saving enterprise operating costs

The primary goal of Gyst is to deflect calls away from agents. The technology accomplishes this by constantly seeking the ideal speaking rate, timeout parameters, wording and other variables to suit each individual caller. So callers using their mobile phones in noisy environments will hear the audio slowed down progressively, and possibly be given additional time to respond. The same goes for elderly or cognitively impaired callers, or those multitasking at the office or at home.

improves self-service rates (AHR)

improves call handle times (AHT)

improves goal completion

A white paper is available, detailing business benefits at customer sites - just email us here for a copy.

web based. easy integration. direct savings.

Implementing Gyst in your voice applications is easy. We work directly with your application developer to insert a few simple web API (http) calls into the appropriate places 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, 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.

  • Identify ALL areas where improvements are needed to increase self-service rates

  • Identify specific sources of caller complaints before you need to deal with them

  • Identify and duplicate which design practices work best for your particular callers

  • Identify where Speech works best for your  callers and voice applications

  • Identify where Touch-Tone works best for your callers and voice applications

  • Make proactive transfers to agents for callers having excessive difficulty in the IVR

side-by-side pilot proves results up front

We offer a pilot that samples tens of thousands of your inbound calls and then operates Gyst side by side, with and without CX adjustments. You get to see the precise benefits the technology delivers before you subscribe to one of our annual SaaS billing programs. Being platform agnostic and web API based, there is no need to interfere with your existing IVR, ACD, PBX or other network infrastructure. Simple changes at the voice application level will be enough to implement the technology. And in the unlikely event of a disruption of our service, your voice applications continue to run without Gyst, just as they do today. So what are you waiting for? You can reach us right here to discuss our pilot options.

about

The Gyst team has created a new technology that delivers advanced improvements in the Customer Experience (CX) for self-service phone calls. We realized several years ago that measuring caller skills and performance at navigating through an IVR call script could be used to enhance and personalize the experience in real time. As a result of this early work, we built and tested several software models that proved this theory in production. We also received a patent on the process and have since filed several additional patents covering improvements to date. With Gyst, we have taken the lessons learned from the original technology we developed, and created a new web based version of the service that will deliver the best CX in the industry.

Gyst also received an award under Enterprise Ireland's High Potential Startup/Competitive Start Fund to bring the technology to EMEA using Ireland as a base. To that end, Gyst Technologies was formed as a new Limited Company, registered in Dublin. The goal of this company is to leverage the benefits of our field-proven technology in these additional markets. 

DANIEL O'SULLIVAN
President and CEO
Dan has been an entrepreneur and CEO for over 20 years.  Prior to that he worked at Bell Labs in New Jersey. Dan has  several patents for his innovations in speech technology and software. He started and successfully sold two technology startups and is now working on his third. He has an Electrical Engineering undergraduate degree from the Dublin Institute of Technology, a Masters in Computer Science from NYU  and was awarded two fellowships to teach Computer Science at NYU. Dan is also the Programming Chair and a Director at the MIT Enterprise Forum of New York City.
MARIA ARETOULAKI, PHD
Speech Scientist
Maria has  25 years of experience in Natural Language Processing / NLP (Voice Recognition, Machine Translation, Text Summarization). She is an expert in both spoken and text-based language technologies and very knowledgeable in Artificial Intelligence / A.I. (Machine Learning, Neural Networks), particularly for speech recognition and intelligent personal assistants. Maria has worked for organisations across numerous verticals worldwide, including multinational Tech companies and Telecoms, US Insurance and security companies, UK Utilities and Banks, the UK National Health Service (NHS) and the European Commission (EU).
BRUCE BALENTINE
Speech  Scientist
Bruce is a design consultant and published author specializing in speech, audio, and multimodal user interfaces. He has designed user interfaces for telecommunications, desktop multimedia, entertainment, language training, medical, and home automation products.  He received his undergraduate degree in 1971 and his Master’s in 1975 from the University of North Texas with work in electronic music and intermedia. Bruce is the author of the industry best-seller; “How to Build a Speech Recognition Application,” the definitive style guide for IVR design.
DANAE HOLMES, PHD
Speech Scientist
Danae Holmes received her MS (2013) and Ph.D. (2015) in Psychology, specializing in Human-Computer Interaction, from Rice University. Immediately after graduation, she joined Google[x] as a User Experience Research Assistant where she supported usability efforts on numerous software and hardware designs for virtual reality, robotics, and UAV projects. She has since joined Twitch as a User Experience Researcher, focusing on mobile and gaming console platforms as well as accessibility. Her primary interests lie in incorporating human factors in new and uncommon areas and to help ensure system accessibility for a broad spectrum of users.
NANDINI STOCKER
Key Advisor
Now Head of Conversation Design Advocacy and Partnerships at Google, Nandini has created voice experiences for over 17 years in 60+ languages and 120+ countries. She is passionate about helping people find help and creating an ecosystem of creative technologists to unlock the future of truly enabling interfaces that honor the core, evolved power of human communication.
MURAT OMUR
IVR and Telecom Specialist
Murat is an accomplished software developer and manager with extensive experience in Application Development & Test - Java, .NET, SQL, IVR, Agent Desktop, Android and many related technologies. As a manager and entrepreneur, Murat also has developed skills at IT Outsourcing of Software Developers, Analysts/Testers, Project Managers, Product Owners and HR managers.
Kenneth Fogarty
Senior Counsel
Ken is a Member of the Institution of Electrical Technology of London (MIET) and Institute of Transportation and Logistics. He is also a Senior Counsel Member of the Honorable Society of Kings Inns, a Dublin Member of the Honorable Society of The Middle Temple, and London Member of Honorable Society of Inns of Court of Northern Ireland. Ken is a Member of the Inner Bar of Republic of Ireland, Bar of England and Wales Bar of Northern Ireland. He recently received a patent for his innovations in the area of micro payment solutions.

testimonials

Using technologies developed by the Gyst team, clients have saved hundreds of millions of dollars on over 1.5B user interactions to date. Industry experts and clients use terms like "game changer,” "no-brainer" and “real differentiator” to describe the kind of innovative and patented technologies we create. These products have 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 US based technology services firm liked one of our products so much they acquired it for use in their own hosted telecom services.

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 IVR hosting company. 

partners

In addition to the partnerships we have formed in the U.S. and Ireland, we have an extensive network of highly skilled Software Developers, Speech Technologists and Consultants we work with. Together, this allows Gyst to deliver significant Cost Savings, Innovative Customer Experiences, and Advanced Analytics for our enterprise clients.

social media

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contact

With offices in New York and Dublin, Gyst  is available for both the North American and European call center markets. Please contact us at the location below that best serves your business needs.

Gyst, Incorporated.
PO Box 871, Larchmont,
New York 10538,
USA phone:  (631) 680-4307
inquiries@gystusa.com
gystusa.com

Gyst Technologies Limited 
Clifton House,
Fitzwilliam Street Lower,
Dublin 2, Ireland phone:  +353 1 539 4020
inquiries@gyst.ie
gyst.ie

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