Adaptive Call Center Automation

"We were seeing an uptick in calls to our Member Services Call Center around services that we’d optimized online, and members just weren’t navigating there. Moving them from one channel to another was the biggest hurdle, and that's why we sought out omnichannel technologies like Hyro."

Source: https://www.hyro.ai/case-study/contracostahealthservices/

"We wanted to offer patients the ability to be directed to Montefiore resources but also be in a position to get answers to key questions they had about COVID-19. We were looking for technology like Hyro that would provide value to our patients and direct them to the care they needed."

Source: https://www.hyro.ai/case-study/montefiore/

“Hyro offered us a conversational interface that was customizable to our organization and could also be quickly launched within 48 hours as an out-of-the-box platform.” 

Source: https://www.hyro.ai/case-study/montefiore/

"To fit into our digital roadmap, we were looking for time to value, high quality and an omnichannel approach. But the X-factor for us was Hyro's Conversational Intelligence – being able to point to qualitative and quantitative analytics and show that we've automated a certain volume of tasks and demonstrate the differences we're making organizationally. That's a game changer."

Source: https://www.hyro.ai/blog/baptist-health-hyro-employee-patient-engagement/

"Everybody is trying to get to online scheduling, and Hyro is the fast track. They allowed us to open online scheduling for patients with confidence, keeping providers happy by ensuring that only accurate appointments are booked."

Source: https://www.hyro.ai/healthcare/scheduling-management/

“Hyro has partnered with Austin Regional Clinic to deploy a virtual assistant in a way that works for our doctors, patients, staff, and business needs. We have been pleased with the quick implementation by Hyro and the easy adoption by our patients. Hyro continues to further improve our experience by offering insightful recommendations based on how patients are using the virtual assistant.”

Source: https://www.hyro.ai/

"We were able to automate 85% of calls to our support center. Moreover, NLP gives us firsthand patient insights to drive decision-making. That is invaluable."

Source: https://www.hyro.ai/case-study/novant-health/

"The ability to ‘time shift’ agents’ work from handling repetitive tasks over the phone to processing forms that were collected through SMS was key. Members didn’t need to wait on hold, and staffing didn’t need to be burdened."

Source: https://www.hyro.ai/case-study/contracostahealthservices/

“We’re constantly looking to enlist emerging technologies at Baptist that will allow us to optimize our administrative workflows and provide overall stronger staff wellness and patient access to care. With Hyro, we found a partner that will help us scale automation across multiple channels to reduce burnout while eliminating wait times for our patients."

Source: https://www.hyro.ai/blog/baptist-health-hyro-employee-patient-engagement/

"What attracted us to Hyro was the sophistication and flexibility of their approach. They adapted to us rather than us having to adapt to them."

"Hyro’s integration with Epic has been instrumental in enhancing the patient experience, particularly when it comes to booking appointments end-to-end."

"Hyro’s ability to quickly add and scale new use cases with little client-side maintenance is increasingly valuable in a world where digital engagement has become essential."

Source: https://www.hyro.ai/case-study/wcm/

"Our Care Connections support center team is only so big, and we were getting calls that were taking up tons of time for general questions around the vaccine itself, its safety, its

manufacturing, and its eligibility requirements throughout our Novant footprint. We were looking for a way to provide immediate lift for those call center teams."

"We found through our reporting that out of the total call volume we get, 85% of our calls are routed to VAXA. So we have a large volume—a large percentage of our call volume—where our callers are able to get their questions answered without having to go through a live agent, which provides a lot of lift for our call center teams.”

"The innovation of natural language processing and speech-to-text capabilities through Hyro’s Adaptive Communications Platform provides a natural interaction with automated technology for much of our customer base. For many, it may be their first engagement with conversational AI. Being able to consistently make improvements and iterative changes to keep abreast with our community, our callers and the folks that we engage with—I think it's just been a tremendous experience, a positive experience for our customer base."

"We are seeing a spike in callers opening up new MyChart accounts which provides us with new engagement opportunities for many of our campaigns."

Source: https://www.hyro.ai/case-study/novant-health/