Case Study: a leading commuter rail service provider reduces IVR handle time with Gyst Technologies

Shaved 26 Seconds Off Average IVR Handle Time with our Technology

Gyst Technologies partnered with a leading commuter rail service provider to address a core challenge in their contact center. The client, North America's busiest commuter railroad, handled over 5,000 calls daily, but its Interactive Voice Response (IVR) system had a high average handle time of 176 seconds and struggled to keep callers in self-service, leading to increased agent workload and operational costs.

The solution implemented by Gyst involved dynamically adjusting the audio playback rate of IVR prompts based on individual caller skill levels. This allowed expert callers to navigate the system more quickly while novice callers heard slower prompts, reducing errors. As a result, Gyst's technology helped increase IVR engagement by 21.2%, reduce error messages by 15.4%, and shave 26 seconds off the average handle time. The self-service rate also increased by 2.15%, delivering a return on investment in less than six months.