Mona Baset,
VP Digital Services Intermountain Health
Commercial Health Plans
AI Assistants for
Payers, with
Healthcare DNA
Automate member and provider interactions, ease agent workloads, and deliver seamless, connected consumer experiences with purpose-built voice and chat AI Assistants for health insurers.
“Such a win”
“With Hyro’s Smart Routing in our call centers, we saw an 85% drop in our abandonment rates and 79% improvement in speed to answer. That’s great performance and such a win!”
Elevate member and provider experiences
while unlocking your team's full potential
Let AI handle routine member questions so your agents
can focus on delivering exceptional customer service.
Slash
operational costs
Enhance member
satisfaction
and loyalty
Provide
members with
24/7 self-service
Enhance agent
experience (AX)
and productivity
Call Center Automation
Route, resolve, and relieve burden on call center staff
Transform your contact center from cost center to experience driver. Route smarter and resolve repetitive call drivers faster with AI-powered call center automation.
- Automatically resolve or deflect over 65% of incoming calls
- Free up your staff to deal with complex cases
- Reduce member friction and eliminate long wait times
AI Virtual Assistant
Your members speak human. Now your AI does too
Move beyond frustrating and outdated chatbots with Hyro’s NLU-based approach. Improve member experience, optimize access to self-service, and boost engagement metrics without the heavy lifting.
- Go live with personalized assistants in days, not months, for immediate ROI
- Resolve routine inquiries from start to finish through Natural Language Understanding (NLU)
- Expand to new use cases and channels seamlessly
Conversational Intelligence
Understand member behaviors for continuous optimization
Generate actionable insights from member journey analytics, including top keywords and trends, member engagement metrics, knowledge gaps and more.
- Identify trends and set up alerts in real-time
- Prove the impact of your member access efforts
- Generate and share customized insight reports internally
AI Assistant Skills
Responsibly built AI teammates
that hit the ground running
Deploy Hyro’s out-of-the-box AI Assistants to resolve over 85% of repetitive inquiries across your call centers, websites, mobile apps, SMS, and more. Discover the top use cases payer organizations are implementing to achieve high operational agility and reduce member churn.
Enable patients to find the optimal, covered provider for their care needs with unprecedented speed, ease, and precision through AI-powered search.
Deliver instant answers on services, procedures, medications, and treatments covered under each member plan, including details on coverage limits and pre-approval requirements.
Give members instant, transparent claim outcomes and a clear understanding of their plan coverage, costs, and the reasons behind them.
Resolve routine calls with zero human involvement while contextually routing complex cases to the right agent automatically through Natural Language Understanding (NLU).
Address a top call driver by resolving member ID inquiries end-to-end and providing real-time status updates.
Seamlessly integrate enterprise conversational AI into the trusted technology stack you rely on
Hyro’s omnichannel solution integrates directly and securely with your CRMs, claims databases, provider directories, telephony systems, and other essential tools, ensuring your information is always up-to-date.
Frequently Asked Questions
What is the time to value when implementing Hyro's solution?
Hyro is a plug-and-play solution that allows organizations to go live in just 3 days and effortlessly scale by adding new use cases without specialized expertise. When your AI assistants go live, they deflect and resolve calls (often exceeding 85%), reducing the burden on your live agents.
What integrations does Hyro support?
Hyro effortlessly integrates with your CRMs, EMRs, telephony systems, and other vital tools, enabling you to maximize your existing investments in workflows, data infrastructure, and CX technologies. This seamless interoperability ensures a smooth deployment process, enhancing your business capabilities without disruption. Learn more about Hyro’s integrations.
How does Hyro handle escalations to live agents?
While top call drivers can be resolved end-to-end by AI assistants, sometimes members have more complicated requests. In these cases, the assistant carries out an identification process, maps the caller’s intent, and uses natural language understanding (NLU)–based smart routing to contextually transfer the caller to the right place for faster resolution.
What is Responsible AI, and how does Hyro prevent inaccurate information from being given?
A: Hyro utilizes a Triple C Standard for ensuring responsibly applied conversational AI:
Clarity: complete explainability into the logic pathways and information utilized to formulate each response.
Control: clearly defined and restricted data sources used to generate outputs, eliminating ‘hallucinations’ and misleading responses.
Compliance: adapting to ever-evolving regulations to protect patients and prevent data breaches. For example, Hyro redacts PII/PHI to ensure secure conversations.
How do AI assistants affect LTR/NPS ratings?
When your organization meets members where they are and at their convenience, and when the Average Hold Time in your call center decreases by 99% while self-service options become readily accessible, member satisfaction will rise, ultimately leading to a reduced churn rate. These improvements will be visible in your member experience metrics, including enhanced Likelihood to Recommend (LTR) and Net Promoter Score (NPS).
What communication channels can Hyro automate?
Hyro’s Voice AI Assistants is an omnichannel conversational AI platform that automates call center interactions, while our Chat AI Assistants are used across web and mobile platforms. With Hyro’s ability to retain conversation context, members can jump across channels and pick up where they left off.
Secure and reliable
Launch AI assistants across your most valuable communication channels without jeopardizing your organization or the members you serve.
Hyro’s fully compliant responsible AI allows you to analyze each conversation, identify the knowledge sources for responses, and select the sources for the LLM’s knowledge graph.
