Intermountain Health Achieves Multi-Digit ROI Using Conversational AI

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The Challenge

Intermountain Health faced rising call volumes across their multiple call centers. With agents struggling to meet increasing demand, patients found themselves waiting longer on hold, creating a less than satisfactory service experience. Recognizing patient expectations for the quality and speed of self-service options offered by retail brands, Intermountain Health sought to provide an omnichannel experience that would bring care to their fingertips.

Following many structural changes due to M&A work in the last several years, Intermountain Health was grappling with disparate technology solutions and siloed service lines. They aimed to centralize their services and create a unified view for their agents to better serve patients. The goal was to select key partners across conversational AI, telephony, and CRM to help centralize patient information and patient journey insights while elevating the patient experience across the entire health system.

The Solution

Intermountain Health chose best-in-class vendors, including Salesforce, Genesys, and Hyro, to centralize operations and elevate patient experiences. Hyro’s seamless integrations, including with Intermountain’s Epic EHR, enable a 360-degree view of patient engagement.

Hyro’s AI Assistants guide patients via responsible, natural language-enabled conversations, resolving their inquiries end-to end or navigating them to the correct point of care. Having implemented Hyro’s platform across their websites, mobile apps, and call centers, Intermountain Health quickly discovered that 27% of all inbound patient inquiries occurred outside of work hours— unanswered inquiries that are now being handled by Hyro’s AI Assistants 24/7.

"With Hyro’s Smart Routing in our call centers, we saw a improvement drop in our abandonment rates and in speed to answer. That’s great performance and such a win for our patients!” Mona Baset, VP Digital Services.

Intermountain Health registered a 85% drop in call abandonment rates and a 79% rise in speed to answer. Moreover, patients were able to better self-serve, with 79% of chats resolved without agent involvement.