Hyro, a member of Cisco’s partner ecosystem, has unveiled its plans to improve patient access and support experiences across US healthcare systems using artificial intelligence (AI)-powered assistants.
Under the plans, Hyro’s platform purpose-built for healthcare will be combined with Webex Contact Center and Cisco Finesse.
The integration is intended to boost healthcare operational efficiency for patients and providers alike.
The development comes when Cisco has announced new AI innovations like the Webex AI Agent, AI Agent Studio and Cisco AI Assistant features for Webex Contact Center.
Hyro’s AI combines with Cisco’s telephony and agent desktop infrastructure to create a conversational call-routing system. This innovation reduces long hold times and ensures callers reach the right specialist or live agent quickly, providing efficient and accurate support.
Hyro CEO and co-founder Israel Krush said: “Our responsible AI-powered assistants are designed to not only streamline operations but also enhance the overall patient experience.
“This collaboration allows us to provide intelligent, efficient, and personalised support, ensuring patients receive the care they need without unnecessary friction.”
Hyro said its solution enhances various areas of healthcare, including employee-facing applications. Integrated with Webex Contact Center and Cisco Finesse, the AI assistants streamline tasks like appointment scheduling, IT ticketing, and password resets.
This AI-powered guidance allows live agents to focus on complex issues, improving the overall contact centre experience.
Hyro’s platform integrates with existing systems like EHRs, CRMs, and IT tools, ensuring secure access for personalised interactions based on real-time data.
Integration with Webex Contact Center and Cisco Finesse allows for contextual call transfers, boosting efficiency and customer satisfaction.
Unlike traditional AI solutions, the AI platform adapts to Cisco’s telephony packages, eliminating the need for complex training or bot flow creation. This enables easy implementation, allowing organisations to see results rapidly.
Hyro said health systems like Intermountain Health, using Hyro and Cisco’s joint solution, have seen an 85% reduction in call abandonment rates and a 79% improvement in speed to answer.
Intermountain also achieved a 35% decrease in operational costs and a fivefold return on investment by automating repetitive calls.
Last month, Washington-based health system Inova selected Hyro and NICE, a customer experience provider, to enhance patient and staff satisfaction through AI innovation.
