Hyro and Cisco Partner to Revolutionize Healthcare Contact Centers with AI-Powered Assistants

In a significant development for the healthcare industry, Hyro has announced a partnership with Cisco to integrate its AI-powered assistants with Cisco's Webex Contact Center and Finesse platforms. This collaboration aims to revolutionize patient care and support experiences across U.S. healthcare systems by transforming traditional contact center operations.

The integration of Hyro's AI technology with Cisco's telephony and agent desktop infrastructure creates an intelligent, conversational call-routing system. This advancement promises to eliminate long hold times and ensure that callers are connected with the most qualified specialists or live agents for their specific needs, resulting in more efficient and accurate support.

Israel Krush, CEO and Co-Founder of Hyro, emphasized the partnership's potential to usher in a new era for healthcare contact centers. The collaboration focuses on streamlining operations and enhancing the overall patient experience through intelligent, efficient, and personalized support.

The comprehensive solution addresses multiple areas of healthcare enterprises, including employee-facing applications. Hyro's AI assistants efficiently manage a wide range of healthcare and IT tasks, such as appointment scheduling, IT ticketing, and password resets. This allows live agents to concentrate on complex issues and provide more tailored support, ultimately enhancing the overall contact center experience.

One of the key advantages of this integration is the seamless and secure access to existing systems such as Electronic Health Records (EHRs), Customer Relationship Management (CRM) systems, and IT desktop tools. This integration enables AI assistants to personalize interactions and provide accurate information based on real-time organizational data, ensuring a secure and personalized experience for callers.

Unlike traditional AI solutions, Hyro's platform adapts effortlessly to Cisco's telephony packages, eliminating the need for complex AI training or time-consuming bot flow creation. This feature allows organizations to implement the solution quickly and efficiently, seeing significant results in a short time frame.

The impact of this partnership is already evident in health systems like Intermountain Health, which has leveraged the joint solution. Intermountain has reported an 85% reduction in call abandonment rates and a 79% improvement in speed to answer. Additionally, by automating repetitive calls, the health system has achieved a 35% decrease in operational costs and a fivefold return on investment.

Craig Richardville, former Chief Digital and Information Officer at Intermountain Health, praised the integration, calling it a game-changer for patients and support teams. He highlighted the significant improvements in call center performance and the ability to focus on delivering exceptional care.

This partnership between Hyro and Cisco represents a significant step forward in the application of AI technology in healthcare. By improving operational efficiency, reducing costs, and enhancing patient experiences, this integration has the potential to transform how healthcare systems interact with and support their patients. As the healthcare industry continues to evolve and face new challenges, innovations like this AI-powered contact center solution may play a crucial role in improving access to care and overall patient satisfaction.