Hyro and Cisco Partnership Transforms Healthcare Contact Centers with AI-Powered Assistants

Hyro, a member of Cisco's partner ecosystem, announced it will transform traditional contact center operations with its responsible AI-powered assistants integrated with Webex Contact Center and Cisco Finesse. This comprehensive solution aims to revolutionize healthcare operational efficiency for both patients and providers by creating an intelligent, conversational call-routing system that eliminates frustrating long hold times and ensures callers connect with the most qualified specialist or live agent for their specific needs.

The integration addresses multiple areas of the healthcare enterprise, including employee-facing applications, by efficiently managing a wide range of healthcare and IT tasks. Patients and employees receive clear, conversational guidance for tasks like appointment scheduling, IT ticketing, and password resets through AI-powered interactions, allowing live agents to concentrate on complex issues and provide more tailored support. Hyro's platform seamlessly and safely integrates with existing systems such as EHRs, CRMs, and IT desktop tools, enabling AI assistants to personalize interactions and provide accurate information based on real-time organizational data.

Unlike traditional AI solutions, Hyro's platform effortlessly adapts to Cisco's telephony packages, eliminating the need for complex AI training or time-consuming bot flow creation. Organizations can enjoy a smooth and efficient implementation, allowing them to see significant results quickly. Health systems such as Intermountain Health, leveraging Hyro and Cisco's joint solution, have witnessed an 85% reduction in call abandonment rates and a 79% improvement in speed to answer. Furthermore, by automating repetitive calls, Intermountain has achieved a 35% decrease in operational costs and a fivefold return on investment.

The secure integration ensures callers are identified before receiving assistance, providing a secure and personalized experience throughout their call. Integration with Webex Contact Center and Cisco Finesse enables seamless and contextual transfer of calls to agent desktops, enhancing overall efficiency and customer satisfaction. This partnership represents a significant advancement in healthcare technology infrastructure, demonstrating how responsible AI implementation can dramatically improve patient access and support experiences across U.S. healthcare systems while maintaining compliance with healthcare regulations and privacy standards.