Hyro, a member of Cisco's partner ecosystem, has announced a significant advancement in healthcare technology by integrating its responsible AI-powered assistants with Cisco's Webex Contact Center and Finesse platform. This collaboration is set to transform traditional contact center operations in healthcare systems across the United States, offering enhanced patient access and support experiences.
The integration creates an intelligent, conversational call-routing system that addresses long-standing issues in healthcare contact centers. By eliminating extended hold times and ensuring callers are connected with the most qualified specialists or live agents, the system promises to deliver more efficient and accurate support. This development is particularly crucial in an era where patient experience and operational efficiency are paramount in healthcare delivery.
Israel Krush, CEO & Co-Founder of Hyro, emphasized the significance of this partnership, stating, "By partnering with Cisco, we are ushering in a new era for healthcare contact centers. Our responsible AI-powered assistants are designed to not only streamline operations but also enhance the overall patient experience."
The comprehensive solution extends beyond patient-facing applications to include employee-facing tasks. Hyro's AI assistants can efficiently manage a wide range of healthcare and IT tasks, including appointment scheduling, IT ticketing, and password resets. This automation allows live agents to focus on more complex issues, potentially improving the overall quality of support provided.
A key feature of Hyro's platform is its seamless and secure integration with existing systems such as Electronic Health Records (EHRs), Customer Relationship Management (CRM) systems, and IT desktop tools. This integration enables AI assistants to personalize interactions and provide accurate information based on real-time organizational data, ensuring a secure and tailored experience for each caller.
The implementation of Hyro's AI assistants has already shown promising results in healthcare systems. Intermountain Health, which has leveraged the joint solution from Hyro and Cisco, reported an 85% reduction in call abandonment rates and a 79% improvement in speed to answer. Additionally, the health system achieved a 35% decrease in operational costs and a fivefold return on investment by automating repetitive calls.
Craig Richardville, former Chief Digital and Information Officer at Intermountain Health, praised the integration, saying, "Hyro's smart routing, integrated with our Cisco telephony system, has revolutionized our call center performance. We've experienced an 85% reduction in call abandonment and a 79% increase in speed to answer."
The impact of this technology extends beyond individual healthcare systems. As more organizations adopt AI-powered assistants in their contact centers, it could lead to a broader transformation in how healthcare services are delivered and accessed. Improved efficiency in patient communication and support could contribute to better health outcomes, reduced operational costs, and increased patient satisfaction across the healthcare industry.
As the healthcare sector continues to face challenges such as staff shortages and increasing patient demands, solutions that can automate routine tasks and improve communication efficiency become increasingly valuable. The partnership between Hyro and Cisco represents a significant step towards addressing these challenges, potentially setting a new standard for patient care and operational excellence in healthcare contact centers.
