Hyro, a member of Cisco's partner ecosystem, has integrated its responsible AI-powered assistants with Cisco's Webex Contact Center and Finesse platform, creating an intelligent conversational call-routing system that addresses long-standing issues in healthcare contact centers. This collaboration eliminates extended hold times and ensures callers are connected with the most qualified specialists or live agents, delivering more efficient and accurate support during an era when patient experience and operational efficiency are paramount in healthcare delivery.
Israel Krush, CEO & Co-Founder of Hyro, emphasized the partnership's significance by stating that their responsible AI-powered assistants are designed to streamline operations while enhancing the overall patient experience. The comprehensive solution extends beyond patient-facing applications to include employee-facing tasks, with Hyro's AI assistants efficiently managing 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 available at https://www.hyro.ai/platform. 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 has already shown promising results in healthcare systems, with Intermountain Health reporting an 85% reduction in call abandonment rates and a 79% improvement in speed to answer after leveraging the joint solution from Hyro and Cisco.
Craig Richardville, former Chief Digital and Information Officer at Intermountain Health, praised the integration for revolutionizing their call center performance through smart routing integrated with their Cisco telephony system. The health system additionally achieved a 35% decrease in operational costs and a fivefold return on investment by automating repetitive calls. As more organizations adopt AI-powered assistants in their contact centers, this technology could lead to broader transformation in how healthcare services are delivered and accessed, with improved efficiency in patient communication potentially contributing to better health outcomes and increased patient satisfaction across the healthcare industry.
The partnership represents a significant step toward addressing healthcare sector challenges including staff shortages and increasing patient demands, potentially setting a new standard for patient care and operational excellence in healthcare contact centers. As healthcare organizations continue to seek solutions that automate routine tasks and improve communication efficiency, this integration demonstrates how responsible AI implementation can create tangible improvements in both patient experience and organizational performance metrics.
