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Problem Tech Solves

Tech Brief

As the severity of the pandemic wanes, the longstanding effects of the massive stress linger with 47% of healthcare planning to leave the industry by 2025 (Forbes). Between the so-called “Great Resignation” and burnout, healthcare systems are facing the largest staffing crisis in recent years. This labor shortage, coupled with shifting consumer expectations, means that healthcare systems must continue to adapt for the benefit of patients and employees alike. Hyro’s Adaptive Communications platform for healthcare is uniquely positioned to address the industry’s biggest challenges by automating repetitive tasks that do not require the attention of skilled staff members. This significantly relieves the burden on healthcare professionals and contact center agents, who can focus on more complex patient issues that require a human response, reducing burnout while boosting productivity and employee satisfaction. As an example, for Novant Health, Hyro was able to resolve end-to-end 85% of all incoming calls to their call center, and relay the complex cases that remained to the right departments. On the patient side, Hyro enables healthcare consumers to engage with healthcare providers on their preferred channels, through website chat, over the phone, or via SMS. Given that the majority of patients today prefer self-service for simple queries, this leads to a more rewarding patient experience that aligns with expectations. To date, our conversational AI solutions have served over 5,000,000 patients, adopted by industry leaders such as Hospital for Special Surgery, Montefiore Medical Center, Mercy Health, SCL Health, Hackensack Meridian, UW Medicine, and more.

Tech Differentiators

Our (SuperHyro) superpower is simplicity; we remove the headache from the deployment and maintenance of conversational AI. Our main competitors, such as Gyant, Loyal, and Syllable, focus on intent-based chat and voice solutions. Intent, within the conversational AI space, usually means "if X then Y". For example, if UCSF says "green" then "go". We know that conversations need to be more flexible than a rigid flow chart of intents, so Hyro invented a new language-based approach called Adaptive Communications, which uses knowledge graphs, computational linguistics, and natural language understanding to simplify and speed up deployment processes. Because of our approach, enterprises do not need to build and then constantly update their chat and voice interfaces based on ever-changing content. It also means that typical challenges with conversational AI, including adding new use cases to existing deployments, are nullified with the ability to layer on new data without retraining the model. Ultimately, the time and cost saved by switching from intent-based to language-based are what drove Weill Cornell Medicine, URMC, Mercy Health, Novant Health, and plenty of other enterprises to Hyro during the volatile period of 2020-2022. Good karma moment, we actually provided free patient-facing solutions to hospitals during the pandemic, and have helped over 3 million patients get access to critical information, find care and book COVID-19 tests. As opposed to intent-based solutions, Hyro's Adaptive Communications Platform can be deployed in less than 72 hours, is frictionless to maintain, and scales to new channels easily.


Our ROI for health systems relates to effects on patient engagement and operations efficiency. Our ROI for Novant Health, for instance, seen through the automation of over 85% of their inbound calls to the call center, and the reduction of average wait time (AWT) from 8 minutes to 3 seconds. By automating 100K minutes per month, Novant Health is saving roughly $300K monthly. For Contra Costa Health Services, we deflected 67% of all incoming calls, including use cases like MyChart password resets and primary care physician changes to SMS, so that patients could self-serve. That meant that Contra Costa no longer needed to scale their manual support teams, saving them an average of $450K per year. For Weill Cornell Medicine, we increased the amount of booked appointments online by 47%, a spike in care valued at $700K annually.

Why Us