Healthcare System Slashes Call Volume by 85%, Wait Times by 79% with AI

A healthcare system implemented an omnichannel AI assistant solution to tackle surging call volume, long wait times, and disjointed technology. This AI revolutionized operations, driving a dramatic improvement in patient experience. Call abandonment rates plummeted by 85%, wait times significantly decreased by 79%, and the AI resolved 79% of inquiries without needing human intervention.

Client:

Intermountain Healthcare is a not-for-profit healthcare system with 24 hospitals, 6 regional medical centers, 385 clinics, and a network of home and hospice care services across the Intermountain West.

Problem Statement:

High call volume & long wait times frustrated patients.
Disparate tech & siloed services hindered patient experience.
Needed 24/7 support for patients (27% of inquiries after hours).

Results:

☑️ 85% reduction in call abandonment rates
☑️ 79% improvement in speed to answer
☑️ 79% of chats resolved by AI without agent intervention
☑️ 24/7 support for patients
☑️ 91% of calls successfully routed to the appropriate department
☑️ 44% of inquiries resolved through automated chat

AI Solution:

Seeking to address rising call volumes and the need for 24/7 support, Intermountain Healthcare implemented an omnichannel AI assistant solution by Hyro.ai.

This AI solution, powered by natural language processing (NLP) and machine learning, was integrated across Intermountain Healthcare’s websites, mobile apps, and call centers.

Here’s how Intermountain Healthcare utilized the AI solution:

Patient inquiries and tasks: The AI assistants guided patients through their inquiries and tasks, resolving them end-to-end or directing them to the appropriate point of care.

24/7 support: The AI assistants provided 24/7 support, handling 27% of patient inquiries that occurred outside of traditional working hours.

Smart Routing: Hyro’s Smart Routing feature efficiently routed calls to the appropriate departments, reducing misdirection and improving agent efficiency.

Automated chat: Patients could resolve common inquiries through automated chat, reducing the burden on call center agents.

Implementing this AI solution has transformed Intermountain Healthcare’s patient service and operations.

Reference:

1. Intermountain Health Achieves Multi-Digit ROI Using Conversational AI

Industry: Healthcare
Vendor: Hyro
Client: Intermountain Healthcare