
Intermountain Health Achieves Multi-Digit ROI Using Conversational AI
Featuring Craig Richardville, Chief Digital and Information Officer at Intermountain Health and Mona Baset, VP of Digital Services at Intermountain Health
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Routes Successfully Identified
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Repetitive Calls Automated
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Call Abandonment Rate
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Online Goal Completion
In a Nutshell:
In a successful effort to improve operational efficiency and patient access, Intermountain Health deployed omnichannel AI Assistants to their websites, mobile apps, and call centers.
With Hyro’s Responsible AI-Powered Communications platform they were able to safely increase self-service success rates across channels for patients. Of patients who opt into available self-service capabilities, 79% of chats are successfully resolved end-to-end by the AI Assistants.
The Call Center Dillema: Rising Demand, Longer Waits
End-to-End Resolution of Inquires with Responsible AI
More Goals Completed, Less Effort Required
Discover more:
- Automate and Elevate: A Call Center’s Path to Success (Recorded session from Digital Front Door Day 2023 by Hyro)
- How Intermountain Health leverages the Hyro & Salesforce integration for call center automation (Recorded webinar)
- Craig Richardville on Intermountain Health’s value-based healthcare model (Patient Journey Pioneers podcast)