Case Study: Montefiore Health System deploys a COVID-19 virtual assistant in 48 hours with Hyro

How Montefiore Used Hyro’s Virtual Assistant to Handle Traffic Spikes Caused by COVID-19

Montefiore Health System turned to Hyro when COVID-19 caused a sudden surge in patient inquiries, overwhelming communication channels and making it difficult for patients to get timely, accurate information. The health system needed a way to handle first-touch prevention questions, risk assessment, and FAQs without adding strain to already busy support teams.

Hyro deployed a COVID-19 virtual assistant for Montefiore in less than 48 hours, delivering 24/7 support via voice, text, and suggestion-based interactions. The assistant generated over 18,000 engagements by May 1, 2020, from 395,894 website impressions, with 6,496 full conversations and 23,086 patient messages; it also supported risk assessments, FAQs, and routing to other services like MyChart, appointments, and telemedicine.

Montefiore Health System

Jeffrey B. Short

Vice President and Chief of Staff