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Adaptive Call Center Automation

Adaptive Call Center Automation

Adaptive Call Center Automation

Adaptive Call Center Automation
Adaptive Call Center Automation

Overview


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Avia Summary

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Adaptive Call Center Automation is a solution provided by Hyro which was founded in 2018. It belongs to multiple categories of digital health solutions including Scheduling, Consumer Access & Engagement, Conversational & Visual Interactive Voice Response (IVR), Conversational AI, Personalized Care, Customer Service, Digital Front Door (DFD), and Patient Flow.
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It has 18 verified clients.
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Adaptive Call Center Automation integrates with major EMRs such as Epic, Cerner, and athena.
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Some other resource(s) that may be helpful in learning about Adaptive Call Center Automation include: Top Conversational AI Companies Report and A buyer’s guide to conversational AI

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
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AWARDS
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EHR integration

Patient portal, Website / public online sources
Recommended, but not required
Epic, Cerner, athena
None provided
Use cases and differentiators

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

  • End-to-End Scheduling, Verification, Rescheduling and Cancellation (Available via Epic EMR)
  • Physician Search
  • Rx Management (Status, Tracking and Refills)
  • Location Finder
  • FAQs
  • Routing/ Triage
  • IT Help Desk/ Troubleshooting
  • SMS Deflection
  • COVID-19 Assistance 

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

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). 

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
Company information

By Hyro

Founded in 2018

Media


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Videos

Hyro Healthcare - On Demand Demo.mp4
Downloads

Reviews


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Overall Score
5.0

11 reviews


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EHR Integrations

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Reviewer’s Role
  • End user
  • Project manager
  • IT / Technical support
  • Executive sponsor
  • Internal consultant
  • Other

Reviewer’s Org Size
  • XL ($5B+ NPR)
  • L ($3-5B NPR)
  • M ($1-3B NPR)
  • S ($0.2-1B NPR)
  • XS (< $0.2B NPR)

Reviewer’s Org EMR compatibility

Reviewer’s Org Type
  • AMC
  • Pediatric Facilities
  • ACO
  • Rural Presence

July 27, 2023

verified

July 27, 2023

Omnichannel technology

"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/

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Suzanne Tsang

Director of Member Services & Marketing, Executive sponsor working with Adaptive Call Center Automation at Contra Costa Regional Medical Center

Helpful(0)

July 27, 2023

verified

July 27, 2023

Provides value to our patients and directs them to the care they need

"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/

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Jeffrey B. Short

VP and Chief of Staff, Executive sponsor working with Adaptive Call Center Automation at Montefiore Health System

Helpful(0)

July 27, 2023

verified

July 27, 2023

Launched within 48 hours

“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/

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Executive sponsor working with Adaptive Call Center Automation at Montefiore Health System


Helpful(0)

July 27, 2023

verified

July 27, 2023

A game changer

"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/

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Julian Ammons

Director of IT Digital Cloud Development Operations , Executive sponsor working with Adaptive Call Center Automation at Baptist Health

Helpful(0)

July 27, 2023

verified

July 27, 2023

Hyro is the fast track

"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/

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Michael Hasselberg

Chief Digital Health Officer, Executive sponsor working with Adaptive Call Center Automation at University of Rochester Medical Center

Helpful(0)

July 25, 2023

verified

July 25, 2023

Quick implementation; easy adoption by our patients

“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/

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Heidi Shalev

VP Marketing & Engagement, Executive sponsor working with Adaptive Call Center Automation at Austin Regional Clinic

Helpful(0)

July 24, 2023

verified

July 24, 2023

Automated 85% of calls to our support center

"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/

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Amber Fencl

SVP, Digital Health & Engagement, Executive sponsor working with Adaptive Call Center Automation at Novant Health

Helpful(0)

July 24, 2023

verified

July 24, 2023

Members didn’t need to wait on hold

"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/

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Matt White

Director of Innovation, Executive sponsor working with Adaptive Call Center Automation at Contra Costa Regional Medical Center

Helpful(0)

July 24, 2023

verified

July 24, 2023

Reduce burnout while eliminating wait times

“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/

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Aaron Miri

SVP, Chief Digital & Information Officer, Executive sponsor working with Adaptive Call Center Automation at Baptist Health

Helpful(0)

July 24, 2023

verified

July 24, 2023

Ability to quickly add and scale new use cases

"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/

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Curtis Cole

CIO, Executive sponsor working with Adaptive Call Center Automation at Weill Cornell Medicine

Helpful(0)

July 24, 2023

verified

July 24, 2023

A tremendous experience, a positive experience for our customer base

"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/

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Michael Guerin, MBA

Director of Product Development, Executive sponsor working with Adaptive Call Center Automation at Novant Health

Helpful(0)

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