Case Study: Inova Health achieves 100% patient access call coverage with Hyro Voice AI Agents

Inova Health Hits 8.8x ROI with 100% Coverage of Patient Access Calls in First 6 Months

Inova Health partnered with Hyro to address rising patient access call volumes, long wait times, and staffing bottlenecks across its facilities. Patients often hung up before completing appointment-related tasks, contributing to no-shows and empty slots, while fragmented call center infrastructure made smarter routing and scheduling difficult.

Hyro deployed voice AI agents integrated with Epic, Inova’s Cheers CRM, and NICE CXone to handle appointment scheduling, changes, cancellations, FAQs, provider and location search, and prescription refills. Within six months, Hyro helped cover 100% of patient access calls, automate 50% of appointment management calls, gain 4,272 staff hours per month, and deliver an 8.8x return on AI investment, while also reducing no-shows and increasing appointment throughput.

Inova Health

Matthew Kull

EVP, Chief Information and Digital Officer