Case Study: a global banking leader achieves shorter call durations and better customer experience with Gyst Technologies

Shorter Call Durations and Enhanced Customer Experience

Gyst Technologies partnered with World’s Largest Bank, a global banking leader, to address a significant challenge. The bank's existing Interactive Voice Response (IVR) system was inefficient, leading to long call durations, high customer frustration, and an over-reliance on live agents for the 36 million annual calls it handled.

The solution involved implementing Gyst's technology to dynamically adjust the audio playback rate of IVR prompts. The results were substantial, including a 27.22% increase in IVR engagement and an 18.5% reduction in error messages. This led to a 7-second decrease in average handle time, an improved self-service rate, and the bank achieving a full return on its investment in just five months.