Inova Partners with Hyro and NICE to Revolutionize Healthcare Communications Through AI Technology

Inovatoday announced that Hyro, a leading AI-powered communications platform for healthcare; and NICE, the industry's leading AI-powered customer experience provider, were selected to improve patient and staff satisfaction with AI innovation. This collaboration will allow Inova to harness the power of cutting-edge digital technologies to improve the patient and team member experience, streamline operations, and enhance the delivery of care.

Inova is the leading health system in the Washington, DC metropolitan region and is at the forefront of digital innovation in healthcare. With 24,000 team members caring for more than one million patients each year, Inova is committed to improving patient and team member communication through advanced AI technology. Inova will leverage Hyro's voice and chat assistants along with NICE CXone to streamline communication with patients and staff through enhanced self-service options.

Hyro's AI-powered voice and chat assistants will be embedded within Inova's newly upgraded NICE CXone platform to automate routine tasks such as answering common questions and managing appointments, making it easier and faster for patients to get the information and services they need. This innovative approach seeks to boost operational efficiency by streamlining patient communications, reducing misrouted calls, deflecting and resolving repetitive inquiries. Patients and staff will also have 24/7 access to information and self-services like appointment management, prescription refills, and clinic details.

Matt Kull, Executive Vice President, Chief Information and Digital Officer at Inova, stated that integrating Hyro's advanced AI capabilities with the NICE CXone platform represents a significant step forward in revolutionizing patient and team member engagement. With Inova contact center agents handling more than 250,000 patient calls each month, this technology will enable more personalized patient experiences through intuitive conversational interfaces while improving team member productivity.

Israel Krush, CEO & Co-Founder of Hyro, emphasized that this partnership aligns with Inova's patient-first approach to emerging technologies. The implementation of responsible AI-powered chat and voice functionality will provide expanded call coverage combined with lower operational costs, ensuring best-in-class patient and employee access to care. The collaboration between Hyro, NICE and Inova will champion the safe and successful implementation of generative and conversational AI across critical channels and services.

Inova's VP of Operations, Michelle Vassallo, will be joined by NICE's VP of Healthcare, Marcus Garcia, for a live online panel discussion on Wednesday, September 25th, focusing on Inova's strategy and partnership with Hyro and NICE as part of Digital Front Door Day 2024. Registration for the event is available at https://www.hyro.ai/events/dfdd-2024/.