Case Study: a leading health insurer increases IVR engagement and reduces errors with Gyst Technologies

Increased IVR Engagement by 36% and Reduced Errors by 20%

A leading health insurer was struggling with its interactive voice response (IVR) system, which handled over 11,000 daily calls. Infrequent callers found the system difficult to navigate, leading to frustration, a high number of input errors, and a preference for live agents. The insurer needed a solution from Gyst Technologies to improve IVR usability and enhance the overall customer experience.

Gyst implemented its technology to automatically adjust the audio playback speed of IVR prompts based on individual caller behavior. During a one-week A/B test, the solution resulted in a 36.9% increase in IVR engagement and an 18.5% reduction in first-try errors. For a contact center handling 10,000 calls daily, Gyst's solution generated an estimated $1.68 million in annual cost savings by keeping more calls in self-service.