Scale your call center capacity and close patient access gaps without hiring additional staff. Deflect repetitive tasks from your agents and eliminate departmental burnout and operational inefficiencies with call center AI assistants built for healthcare.
Reduce your cost per call without adding to agents’ workload with AI assistants that deflect, resolve, and automatically handle everything from appointment scheduling to Rx management.
Prevent costly misroutes by accurately steering cases requiring human attention to the correct agent or department while automating repetitive, routine calls.
Alleviate agent burnout with a digital workforce that never sleeps. Let your teams tackle more fulfilling assignments while our AI assistants take care of the monotonous low-touch work.
Drastically cut average hold times and shrink your call abandonment rates to unlock retail-like speed and quality of service that your patients demand.
Help more patients, answer more calls, and offer self-service pathways to provide round-the-clock easy access to care.
Watch your PSAT scores soar, foster trust and brand loyalty, and meaningfully contribute to your health system's overall patient retention and satisfaction.
Route, resolve, and deflect 100% of calls automatically with
intelligent call guidance based on system logic.
Eliminate the need for complex IVR decision trees and frustrating keypad presses. Swiftly and accurately route your patients to the appropriate point of care through Natural Language Understanding (NLU).
Automate your main call drivers from A to Z with conversational AI end-to-end resolution. Solve routine requests, such as appointment scheduling, Rx management, and FAQs with zero human involvement.
Relieve overburdened call center teams while empowering your patients to self-serve with SMS deflection (Call-to-Text). Minimize aggravation on both ends of the phone by guiding patients to reset their password and accomplish other IT tasks without waiting on hold.
Increase in Goal
Completion Rate
(GCR)*
Of All Calls
Deflected to SMS
Success Rate for
MyChart Password
Reset
״We were able to deflect up to 80% of password reset calls through SMS self-service. It was easy to review conversations in the dashboard and see that 90-100% of the AI-powered responses were those that we would’ve provided manually.״
Goal Completion Rate
Self-Service Rate
Increase in Goal
Completion Rate
(GCR)*
Of All Calls
Deflected to SMS
Success Rate for
MyChart Password
Reset
Discover how Hyro can assist across web, mobile apps, SMS and email, providing the best answers to patients in no time.
Discover AI Assistants for Chat
Easily connect your existing telephony tech stack, EMR, and CRM to Hyro's call center automation via SIP, vXML, or PSTN.
Discover Key Integrations
Truly understand your main call drivers, accurately measure your call center's ROI and unearth critical access gaps.
Discover Conversational Analytics
IVR systems are misdirecting 15% of calls —frustrating patients and costing health systems plenty. When a caller needs to be rerouted during a conversation, agents lose valuable time, and this disruption in workflow derails productivity. Transfers themselves can take approximately 100 seconds if a consult is needed beforehand or around 65 seconds if the transfer happens blindly. For a health system that receives upwards of 1 million calls per year, at a cost of $1 per minute, when 15% of calls are misrouted due to poorly-functioning IVRs, the cost is significant.
But that’s just the tip of the iceberg. Healthcare call centers across the US report yearly turnover of +25%. The average annual labor costs of a 100-person call center hover at the $4 million mark, with the average cost of replacing an agent estimated to be about 20% of full annual salary; that’s an added cost of $250,000 to replace the 25% of agents who resign yearly. And that number balloons exponentially the larger your call center is.
Hyro’s AI-powered call center automation solution for healthcare radically reduces agents’ workload, decreasing the organizational burnout associated with long hours and high volumes of repetitive calls. Conversational AI smart routing renders expensive misdirects a thing of the past, with patients accurately navigated to the agent or department best equipped to assist.
Help make your call center team more productive, more focused, and much more efficient. Find out how Hyro’s call center automation can help turn your call center from a cost center into a profit generator.
Healthcare call centers are centralized patient-facing departments responsible for managing inbound calls. They serve as the primary point of contact for patients seeking access and engagement with health organizations. These call centers are equipped with highly trained patient access professionals who handle a range of customer service issues in healthcare. Their responsibilities include providing general information, addressing frequently asked questions, assisting with appointment scheduling, prescription refills, and in some cases, conducting patient triage.
Healthcare call centers face challenges such as agent burnout and staffing shortages, which hinder their ability to provide efficient and effective service. Conversational AI solutions offer a valuable solution to mitigate these challenges by automating repetitive tasks and addressing common patient inquiries. These solutions encompass call-to-text deflection via SMS for tasks like password reset and prescription refill, as well as end-to-end resolution for appointment scheduling.
Furthermore, conversational AI platforms like Hyro facilitate intelligent routing of complex cases to the appropriate agents, enhancing overall efficiency and alleviating the burden on patient access and administrative teams. Such automation includes call-to-text deflection through SMS for use cases such as password reset and prescription refill, end-to-end resolution for appointment scheduling, and smart routing to the correct agents in more complex cases.
Integrating conversational AI into healthcare call centers can bring significant benefits to health systems. By leveraging AI assistants, organizations can automate repetitive tasks such as addressing common, frequently asked questions. These AI assistants also have the capability to deflect and resolve calls, effectively managing tasks such as appointment scheduling and prescription management. This integration allows organizations to reduce their cost per call without overburdening their agents, enabling them to concentrate on cases that require additional attention and reducing attrition rates. Moreover, leveraging call center AI helps prevent costly misrouted calls and enhances the overall efficiency of call center operations within healthcare organizations.
Hyro offers seamless integration with various leading call center software and telephony providers, including but not limited to Twilio Flex, NICE inContact, Genesys, Five9, and Cisco. Moreover, Hyro ensures smooth integration with Electronic Medical Records (EMRs) such as Epic, as well as with healthcare platforms and tools related to patient engagement, medical triage, scheduling, and more. For a comprehensive list of call center integrations and compatible platforms, check out our Integrations page.
