Home > Blog > Healthcare > Baptist Health Selects Hyro to Advance Conversational AI Across Channels Healthcare Sep 06, 2022 2 min read Baptist Health Selects Hyro to Advance Conversational AI Across Channels The Hyro Team The Latest Hyro News & Updates Florida-based Baptist Health, a top-tier medical group specializing in multiple fields, has selected Hyro, the leading plug-and-play conversational AI solution for enterprise companies, to deliver AI assistants capable of managing agents’ routine tasks, all while driving patient and employee engagement. Why Baptist Health Chose Hyro Having previously implemented an intent-based chatbot and IVR solution, Baptist Health has decided to upgrade to Hyro’s language-based, adaptive AI assistants, to help alleviate the workload of overwhelmed support teams and handle routine interactions across multiple channels and services. Following their migration to Epic EMR software, employee inquiries surged, and Baptist needed a quick solution to handle the increased call volume. With Hyro’s out of the box technology, which skips the time-consuming task of constructing conversational flows heavily reliant on black-box machine learning, Baptist saw time to value in as little as 10 days. As one of the largest private employers in Northeast Florida, spanning over 200 points of care, Baptist Health understood that automation would be a critical component of their long term digital strategy. Amidst industry-wide staffing shortages and burnout, Baptist has prioritized enterprise-wide call volume reduction to start, already automating part of their service desk for several use cases including username recovery and password resets, of which they were receiving over 1,400 calls per month. “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. Named internally as B.E.L.L.E, Baptist Enterprise Linguistic Learning Environment, the solution’s overarching goal is to expand and scale call coverage with omnichannel flexibility while limiting cost per conversation and keeping operational expenses down. How Hyro Will Help Baptist Health Recently named as Gartner® Cool Vendor™ 2022 in Conversational and Natural Language Technology, Hyro’s Adaptive Communications Platform acts as a natural language engine for resolving tasks end-to-end over the phone, routing more complex tasks to the right agents, or deflecting those tasks entirely via SMS. With a strong integration to Epic EHR, to which Baptist Health has now migrated, Hyro is able to simplify complicated use cases via natural language. Their key differentiator is that, instead of intent-based modeling, Hyro uses knowledge graphs and computational linguistics to instantly implement and upskill AI assistants, pre-embedded with a deep sense of contextual and relative understanding. Data is automatically scraped, updated and relayed to the correct endpoints, including Epic EHR fields, guaranteeing seamless workflows. “When evaluating conversational AI solutions for Baptist, we prioritized partnering with a company that would grow with us long term across multiple use cases and channels. Hyro’s time to value, high quality bar and omnichannel approach certainly fit into our digital roadmap, but the X-factor for us was Conversational Intelligence – being able to point to qualitative and quantitative analytics and say that we’ve automated a certain volume of tasks via Hyro, to showcase the differences we’re making organizationally; that’s game-changing.” Baptist Health plans to explore expanding to future use cases, including patient-facing skills such as scheduling management, physician search, and FAQ and site search. About the author The Hyro Team The Latest Hyro News & Updates Updates from Hyro's Marketing team. Share this post Continue Reading See all blog posts Continue Reading Healthcare Hyro and Panda Health Partner to Deliver AI-Powered Patient and Staff Communications Aaron Bours Apr 18, 2023 | 3 min read Read more Conversational Technologies Why GPT-4 Is Not the Robo-Nurse You’ve Been Praying For Ziv Gidron Apr 10, 2023 | 5 min read Read more Healthcare How Automating Call Centers with Conversational AI Can Reduce Costs in Healthcare The Hyro Team Dec 28, 2020 | 5 min read Read more See all blog posts
Healthcare Hyro and Panda Health Partner to Deliver AI-Powered Patient and Staff Communications Aaron Bours Apr 18, 2023 | 3 min read Read more
Conversational Technologies Why GPT-4 Is Not the Robo-Nurse You’ve Been Praying For Ziv Gidron Apr 10, 2023 | 5 min read Read more
Healthcare How Automating Call Centers with Conversational AI Can Reduce Costs in Healthcare The Hyro Team Dec 28, 2020 | 5 min read Read more