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Hyro and UST Partner for Conversational AI for Healthcare Patient Contact Automation

By Tracey E. Schelmetic October 13, 2023

Healthcare organizations are increasingly eyeing the potential of artificial intelligence (AI) to bridge enterprise efficiency gaps. Contact centers are no exception, and research has found that 46% of call center leaders are already deploying, or plan to deploy, large language model (LLM)-based solutions to streamline the request resolution process for routine patient contacts that don't require a human agent.

Conversational AI for healthcare company Hyro recently partnered with digital transformation solutions provider UST. Together, they're enabling UST ContineoHealth's hospital and health system clients to benefit from Hyro's conversational AI assistants. Hyro's platform will be layered on top of their existing contact center setup and fully integrated within their tech stack. Hyro's Adaptive Communications Platform will augment UST's suite of digital transformation and engagement solutions while giving healthcare providers and health systems access to onboarded AI assistants for patient-facing tasks such as prescription refills, FAQ resolution, appointment management, and troubleshooting.

Hyro and UST's joint offering allows healthcare providers to work more efficiently and resolve significantly more requests, "freeing up valuable time for agents to focus their energy on meaningful customer interactions", said the companies. Automating straightforward queries such as password reset requests and other essential IT needs can deflect 60% to 85% of calls, increasing agent efficiency and drastically shortening patient wait times. The goal is to enable healthcare organizations to simplify routine tasks and streamline staff workflows, while also removing access barriers for patients by offering them a more comprehensive range of self-service capabilities.

"UST's patient and clinical engagement solutions – now powered by Hyro's dynamic conversational AI platform – have the potential to dramatically improve patient satisfaction and reduce clinical burnout while optimizing costs across the healthcare enterprise," said Raj Gorla, Chief Executive Officer, UST ContineoHealth, in a statement.

Edited by Alex Passett
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