What You Should Know:
– Sutter Health, a large integrated health systems in California, is teaming up with Hyro to roll out responsible AI agents across its system, transforming how more than 3.5 million Californians interact with their care.
– The partnership aims to redefine the modern patient experience by incorporating Hyro’s suite of AI skills to manage calls and messages related to a variety of patient services. These services include appointment management, scheduling, prescription management, and billing inquiries.
Enhancing Patient Access and Streamlining Operations
The collaboration is designed to address several critical objectives for Sutter Health: improving patient access and outcomes, boosting the ability to quickly and accurately resolve inquiries, and streamlining daily workflows for employees. Hyro’s AI agents will provide a single, cohesive experience for patients across all channels, offering 24/7 self-service options through chat, voice, or SMS.
By automating routine interactions, Sutter’s customer support representatives will be freed up to focus on more complex issues. This is especially important for a health system that handles 13 million patient visits a year for about 3.5 million people. Hyro’s AI uses an approach called agentic routing to identify patient needs and route them to the appropriate source of care, which results in an 85% lower call abandonment rate.
Addressing the Digital Lag in Healthcare
The healthcare industry has seen a growing disconnect between patient demand for faster, more convenient service and the ability of customer support teams to manage high volumes of interactions. Past attempts to fix this problem with fragmented digital strategies, such as chatbots and conversational IVR systems, have often failed.
Real-Time Analytics from Patient Interactions
In addition to improving call center operations, the collaboration will provide Sutter with real-time analytics from patient interactions, helping the health system continuously improve how patients access care. The partnership is also built on established safeguards and guidance from Sutter Health’s AI governance council, ensuring compliance with HIPAA and SOC-2 regulations and building patient trust.
