Hyro and Cisco Partner to Revolutionize Healthcare Contact Centers with AI

Hyro, a member of Cisco's partner ecosystem, has announced a groundbreaking integration of its responsible AI-powered assistants with Cisco's Webex Contact Center and Finesse platform. This partnership is set to revolutionize traditional contact center operations in healthcare systems across the United States, promising significant improvements in patient access and support experiences.

The integration creates an intelligent, conversational call-routing system that aims to eliminate long hold times and ensure callers are connected with the most qualified specialists or live agents for their specific needs. This advancement is expected to deliver more efficient and accurate support, addressing a long-standing challenge in healthcare customer service.

Hyro's AI assistants are designed to manage a wide range of healthcare and IT tasks, including appointment scheduling, IT ticketing, and password resets. By automating these routine inquiries, the system allows live agents to focus on more complex issues, potentially enhancing the overall quality of patient care and support.

One of the key advantages of this integration is its seamless and secure connection with existing systems such as Electronic Health Records (EHRs), Customer Relationship Management (CRMs), and IT desktop tools. This integration enables AI assistants to provide personalized interactions based on real-time organizational data, ensuring a secure and tailored experience for each caller.

The impact of this technology has already been demonstrated at Intermountain Health, where the implementation of Hyro and Cisco's joint solution has led to an 85% reduction in call abandonment rates and a 79% improvement in speed to answer. Additionally, the health system reported a 35% decrease in operational costs and a fivefold return on investment by automating repetitive calls.

This partnership between Hyro and Cisco represents a significant step forward in the application of AI technology in healthcare settings. By improving operational efficiency and patient experience simultaneously, it addresses critical challenges faced by healthcare providers in managing high call volumes and ensuring timely, accurate patient support. As healthcare systems continue to seek ways to enhance patient care while managing costs, solutions like this may become increasingly vital in shaping the future of healthcare communication and support services.