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Solutions
Description
Compatibility Level
Clients
Product Capabilities
Use cases
EHR integrations
Client types
Awards
Differentiators
Keywords
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Company details
Jump to:
Categories
Solutions
Description
Compatibility Level
Clients
Product Capabilities
Use cases
EHR integrations
Client types
Awards
Differentiators
Keywords
Media
Company details
Minerva CQ
Minerva CQ

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Categories

Solutions

Description

Product Description:
Minerva CQ provides Agent Assist AI for contact centers and field services, enabling human agents to collaborate with AI assistants in real-time to enhance customer interactions and drive revenue growth.
About Minerva CQ:
Minerva CQ provides Agent Assist AI for contact centers and field services, enabling human agents to collaborate with AI assistants in real-time to enhance customer interactions and drive revenue growth.
Product Description:

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
About Hyro:

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.

Compatibility level

Select which hospital or health system you work at and see a personalized compatibility level.

Clients

Select which hospital or health system you work at and see the client list

Product Capabilities

HIPAA and SOC 2 Type II Compliant

Hyro's AI assistants scale across channels and use cases, allowing you to automate high volumes of patient inquiries.

Hyro's Adaptive Communications Platform utilizes the latest in AI technology, including generative AI solutions like GPT.

Use Cases

Description:

None provided

Pediatric use cases:

None provided

Users:

None provided

Description:

The following use cases, usually comprising 60-70% of all inbound calls and messages to a health system, can be automated:

  • New Patient Registration
  • End-to-End Scheduling
  • Appointment Verification, Rescheduling and Cancellation (Available via Epic EMR)
  • Physician Search
  • Rx Management (Status, Tracking and Refills)
  • Location Finder
  • Spot: GPT-Powered Search
  • Smart Routing/ Triage
  • IT Help Desk/ Troubleshooting
  • SMS Deflection
Pediatric use cases:

All use cases can be tailored to suit pediatric demands, including tweaking the conversational skills to relate to pediatric oncologies. 

Users:

Typical stakeholders and users of Hyro's Call Center Automation are IT, Digital, Operations and Support teams. The end users of Hyro's Call Center Automation include both patients and provider staff (usually for IT Help Desk applications). 

EHR Integrations

Integrations:

None provided

EMR Integration & Relevant Hardware:

None provided

EMRs Supported:

None provided

Hardware Compatibility:

None provided

Integrations:

Ambulatory EMR, Patient portal, Website / public online sources

EMR Integration & Relevant Hardware:

Recommended, but not required

EMRs Supported:

Epic, Cerner, athena

Hardware Compatibility:

Mobile / Tablet (native app), Mobile / Tablet (web optimized), Desktop

Client Types

None provided

Awards

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Differentiators

Differentiators vs EHR Functionality:

None provided

Differentiators vs Competitors:

None provided

Differentiators vs EHR Functionality:

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

Differentiators vs Competitors:

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

Keywords

Images

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Videos

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Why Healthcare CIOs Love Hyro

Downloads

No content provided

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The Voice of the Patient Survey Report - Hyro.pdf

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Company Details

Founded in 2018

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