Avia Logo
Write a review

Products /

Adaptive Call Center Automation

Adaptive Call Center Automation

Adaptive Call Center Automation

Visit Website

Visit Website

Adaptive Call Center Automation
Adaptive Call Center Automation

Visit Website

Overview


Select which hospital or health system you work at and see a personalized compatibility level.
You may also be interested in:

Sponsored

Sponsored

Avia Summary

o
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, Artificial Intelligence (AI), Personalized Care, Customer Service, Digital Front Door (DFD), and Patient Flow.
o
It has 24 verified clients.
o
Adaptive Call Center Automation integrates with major EMRs such as Epic, Cerner, and athena.
o
Some other resource(s) that may be helpful in learning about Adaptive Call Center Automation include: A buyer’s guide to conversational AI and Digital front door: The key to staying ahead in healthcare

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
Read more
AWARDS
edit-media
edit-media
edit-media
edit-media
edit-media
edit-media
edit-media
Product capabilities

Data security and privacy

HIPAA and SOC 2 Type II Compliant

AVIA GUIDE
What is data security and privacy?
Solutions must protect patient privacy and comply with HIPAA and all other applicable regulations.
EHR integration

Ambulatory EMR, Patient portal, Website / public online sources
Recommended, but not required
Epic, Cerner, athena
Mobile / Tablet (native app), Mobile / Tablet (web optimized), Desktop
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:

  • 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

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


Images

edit-media
Frame 2660 (1).png
edit-media
Frame 2658.png
edit-media
Frame 2655 (1).png
Videos

Why Healthcare CIOs Love Hyro
Baptist Health Testimonial Video
Hyro Healthcare - On Demand Demo.mp4
Downloads

Reviews


Filter reviews


Overall Score
5.0

14 reviews


0.0

Features

0.0

Ease of use

0.0

Customer Support

0.0

EHR Integrations

Sort by:
Most Recent
Sort by:
Most Recent
Oldest
Most Helpful

Filter reviews


Reviewer’s Rating
5
4
3
2
1

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

September 17, 2024

verified

September 17, 2024

Innovation Through Automation

Here at Texas Children’s Hospital we are huge proponents of using automation to help transform how we do business.  Our partnership with Tequila Automation has led to increased efficiencies by giving us the ability to automate repetitive tasks, process large amounts of data as well as streamline some of our current processes.  The Tequila Automation team has done an excellent job of providing business cases for utilizing automation in the healthcare industry.  We have had several automation success stories in the areas of Revenue Cycle as well as HR.  Our automation efforts are currently extending towards other clinical areas. 

View more


A verified Manager - enterprise system working with TQA Healthcare's Intelligent Automation from a medium-sized, pediatric, AMC hospital.


Helpful(0)

September 6, 2024

verified

September 6, 2024

Great automation for our business

We've worked with TQA on a couple of projects and have saved significant time and money by implementing automated processes in our business. I would highly recommend this team.

View more


user image

Executive sponsor working with TQA Healthcare's Intelligent Automation


Helpful(0)

July 30, 2024

verified

July 30, 2024

AI Automation is here!

We are big fans of building automations here at Texas Children's Hospital. The opportunities afforded by taking on dull tasks and having a bot do them are tremendous. The team we work with here, Element Blue, has been confident and passionate about bringing automation to healthcare. Our program started with Revenue Cycle, and while it was a slow start, it is now moving along to other departments that are struggling with limited staff and increasing workloads. Not all programs run the same, but our experience has been good to excellent.

View more


A verified Project manager working with TQA Healthcare's Intelligent Automation from a medium-sized, pediatric, AMC hospital.


Helpful(0)
Explore Related Resources
back to top