A Layered Approach to AI in the Contact Center

No matter what technology you have in place today, our software empowers organizations to deliver AI driven customer interactions and achieve operational efficiencies previously unheard of.

• Omnichannel Engagement
• Performance Assurance
• Contact Center Analytics
• Knowledge Management
• AI Infrastructure

Xaqt creates products that transform how organizations and governments use their data. We believe that with data and the right technology, people and institutions can solve hard problems and change the world for the better.

Without Hyro, health system call centers are reaching the burnout threshold too quickly. That’s when the perfect storm of missed calls, long wait times and poor user experience hits hard, ultimately causing patient churn and lost revenues. With Hyro, call center capacity is a non-issue, with 65-85% of calls being automatically deflected or resolved end-to-end, and the remainder of calls being quickly and accurately routed to the right departments.

It's an ever-clean filter you never need to change – Hyro has a three-pronged system to sorting call volume, automating routine calls without human intervention, directing complex calls to the right agent, and deflecting simple calls to SMS for self-service.

Smart Routing:

Navigate calls to the accurate source of support with natural language understanding (NLU)- based smart routing. Instantly match and transfer patient queries to the right service departments, skipping complicated audio menus and lengthy wait times in the process.

End-to-End Resolution:

Automate key digital services from start to finish with conversational AI end-to-end resolution. Solve routine requests such as physician scheduling, paying bills and getting answers to critical questions, without a human in the loop.

SMS Deflection/ Call-to-Text:

Shield overloaded call center teams from repetitive tasks with SMS Deflection (Call-to-Text). Funnel patients to self-serve with the resources you’ve already invested in, directing them to patient portals, FAQ pages, chat solutions and mobile app features.

Benefits:

• 3-10 day deployment
• Zero client-side maintenance
• 60-85% deflection/ resolution of calls and messages
• 5x Average Handle Time
• 99% reduction in Average Hold Time
• Pre-loaded skills, like scheduling and routing
• Proprietary natural language engine that adapts to patients' dialects, phrasing, sentiment and more
• Integrations with Epic EMR, Salesforce, and major telephony providers like Cisco, NICE, Genesys and Twilio

Hyro is a plug & play conversational AI platform enabling healthcare enterprises to easily supercharge patient experiences with voice & text capabilities across all their digital channels.

Hyro layers on top of EHR functionality, adding natural language understanding to pre-existing workflows and use cases across Epic, Cerner and Athena.

Our main competitors, such as Syllable and Nuance, focus on intent-based voice solutions. Intent, within the conversational AI space, usually means "if X then Y". For example, if AVIA says "red" then stop. We know that conversations need to be more flexible than a rigid flow chart of intents, so Hyro invented a new language-based approach called Adaptive Communications, which uses a knowledge graph, computational linguistics and natural language understanding to simplify and speed up deployment processes. Because of our approach, health systems do not need to constantly update their voice interfaces based on ever-changing content. It also means that typical challenges with conversational AI, including adding new use cases to existing deployments, are nullified with the ability to layer on new data without retraining the model. Ultimately, the time and cost saved by switching from intent-based to language-based is what drove Intermountain Healthcare, Baptist Health, Novant Health and plenty of other health systems to Adaptive Communications.

Unique Benefits: 

• No-code, effortless deployment, and maintenance that doesn’t require any playbooks or training data
• Voice AI that adjusts to changes in context
• Fast automation of dozens of customized use cases and skills simultaneously
• Industry-leading understanding rate at an average of 85-90%
• Seamless live handoff between AI and agents on Cisco, Genesys, NICE, Twilio and more
• Automatic 24/7 scraping of data sources including websites, EMRs/ CRMs, APIs, and client databases
• Real-time dashboard with insights (trends, keywords, and metrics) that helps to optimize digital services
• Explainability that allows health systems to understand why/how AI provides all outputs