Summa Health & SummaCare Expand Access with 98% AI Accuracy
Featuring Elbridge Locklear, SVP Chief Information Officer at Summa Health
85%
Engaged Calls
76%
Calls Successfully Routed
+55%
Calls Deflected Annually
24/7
Patient and Member Access
In a Nutshell:
Summa Health, seeking a low-maintenance, omnichannel solution to enhance the patient experience, partnered with Hyro to deploy responsible AI-driven patient communications. With impressive results such as 85% call engagement and 76% successful routing, Hyro’s AI agents not only drove patient engagement, but also reduced resource intensity. Building on this success, Summa Health expanded its partnership with Hyro into SummaCare, its payer division. This strategic rollout of Hyro’s Responsible AI Agent Platform is set to significantly boost member engagement and drive greater efficiency across the organization.
The Challenge
Driving Access to Care
Summa Health, seeking a low-maintenance, omnichannel solution to enhance the patient experience, partnered with Hyro to deploy responsible AI-driven patient communications. With impressive results such as 85% call engagement and 76% successful routing, Hyro’s AI agents not only drove patient engagement, but also reduced resource intensity. Building on this success, Summa Health expanded its partnership with Hyro into SummaCare, its payer division. This strategic rollout of Hyro’s Responsible AI Agent Platform is set to significantly boost member engagement and drive greater efficiency across the organization.
As opposed to most other solutions we were considering, the number of resources needed to implement Hyro is very little. High engagement from operators, very little IT work, and very human-like responses.
Elbridge Locklear,
SVP Chief Information Officer, Summa Health
The Solution
AI Agents to Empower Patients and Members
Summa Health selected Hyro to provide personalized, end-to-end support across its website and call centers. By deflecting repetitive inquiries – accounting for 20% of call volume – Hyro’s Responsible AI Agents allowed support teams to focus on more complex cases. Integration with Epic’s EHR enabled data-driven, personalized experiences. As a result, Summa Health handled higher inquiry volumes without increasing staff, boosting operational efficiency and patient satisfaction.
Building on this success, Summa Health expanded Hyro’s solution to SummaCare, offering members scalable, intuitive support to navigate their healthcare plans and enhancing the overall experience across its ecosystem.
Using Hyro, 98% of patient questions over the last 90 days have been answered 100% correctly. That’s a 98% AI accuracy rate.
Elbridge Locklear,
SVP Chief Information Officer, Summa Health
The Results
24/7 Care Access
In 2024, Hyro’s AI agents played a key role in modernizing patient communications at Summa Health, managing thousands of voice and chat interactions across key use cases like finding providers, managing appointments, and answering frequently asked questions. By deflecting routine inquiries, routing requests efficiently, and enabling seamless handoffs, Hyro delivered 24/7 access to care while reducing strain on internal teams.
The results included a 55% increase in annual call deflection, 85% call engagement, and 76% successful routing – leading to faster response times, improved satisfaction, and a more scalable approach to patient support. Now, with SummaCare’s adoption of Hyro’s AI agents, members will also be able to enjoy the benefits of always-available AI, efficient service, and accurate results.
