Case Study: BrightSpring Health Services improves patient self-service and call center efficiency with Hyro

BrightSpring Achieves 96% Faster IT Support Resolutions with Responsible AI Agents

BrightSpring Health Services partnered with **Hyro** to help automate repetitive patient communication and reduce pressure on understaffed care teams. The challenge was to improve access across high-volume channels like call centers, websites, SMS, and other digital touchpoints while minimizing wait times, burnout, and operational inefficiencies.

Using **Hyro’s** AI agents for call center, website, and omnichannel support, BrightSpring Health Services was able to streamline tasks like scheduling, Rx management, FAQs, routing, and self-service support. The result was faster patient resolution, wider call center bandwidth, and measurable performance gains such as reduced wait times, improved engagement and conversion rates, and stronger ROI from conversational analytics.

BrightSpring Health Services

Aaron Miri

SVP, Chief Digital & Information Officer