Gozio Health, an industry-leading, customizable, location-aware mobile engagement platform, recently partnered with Hyro to optimize deployment of AI assistants at Baptist Health in Jacksonville. The partnership has brought conversational AI to life across all digital platforms in a responsible way, resulting in a more than three-minute reduction in call wait times and a 26% increase in service levels.
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“That’s why Hyro partners with healthcare organizations in a transparent way, taking a meaningful approach to implementation that includes deep feasibility and ROI analysis, collaborative design, development and testing, pilot programs, feedback loops and ongoing performance improvement.”
Over the past several years, Baptist Health, North Florida’s largest health system, was experiencing rising call volumes that negatively impacted call center wait times. Service desk agents were handling 83% of password reset calls, which raised the average wait time to 4:26 minutes.
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Baptist Health turned to Hyro’s responsible AI-powered communications platform for voice and chat to design the Baptist Enterprise Linguistic Learning Environment (BELLE). BELLE leverages Hyro’s unique architecture composed of large language models (including GPT), computational linguistics, and other functions to make conversational AI accessible through the system’s call centers and website. In turn, Gozio’s mobile engagement platform allows Baptist Health to make the AI assistants accessible within the consumer-facing Baptist Access mobile app. The three-way collaboration has enabled Baptist to deflect 69% of password calls.
“We were contracting with external entities to handle large volumes of calls around resetting passwords when the question came up: ‘Why are we not automating this?’” says Aaron Miri, MBA, FCHIME, CHCIO, SVP and chief digital and information officer at Baptist Health. “Through Hyro’s conversational AI offering and Gozio’s open platform, we were able to bring together two vendors to quickly devise a best-practice strategy that is delivering significant ROI.”
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Gozio’s open, industry-leading, location-aware digital health platform enables health systems to bring together a variety of vendors into a single mobile app experience, ensuring optimal use of mobile apps and improving patient access. Baptist Health launched the Baptist Access mobile app with Gozio in early 2022 and has achieved more than 1 million sessions and a 75% reuse rate to date.
“We recognize there is no one-size-fits-all mobile strategy for today’s health systems. While there are foundational elements that most health systems want to incorporate in a mobile app, it is our goal to ensure Gozio clients have access to a wide range of world-class offerings,” said Joshua Titus, founder and CEO of Gozio Health. “When health IT vendors like Hyro and Gozio are willing to come together to solve big problems, healthcare wins.”
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“The potential of artificial intelligence in healthcare is significant, but healthcare leaders must trust that any vendor they are working with is taking a responsible approach to solution design,” said Israel Krush, CEO & Co-Founder of Hyro. “That’s why Hyro partners with healthcare organizations in a transparent way, taking a meaningful approach to implementation that includes deep feasibility and ROI analysis, collaborative design, development and testing, pilot programs, feedback loops and ongoing performance improvement.”
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Source – Prnewswire
