Case Study: Intermountain Health achieves multi-digit ROI with Hyro Conversational AI

Intermountain Health Achieves Multi-Digit ROI Using Conversational AI

Intermountain Health partnered with Hyro to address rising call volumes, long hold times, and fragmented service experiences across its health system. After years of M&A-driven changes left the organization with siloed tools and services, Intermountain wanted an omnichannel self-service experience for patients across web, mobile, and call centers.

Using Hyro’s Responsible AI-Powered Communications platform, Intermountain Health deployed AI assistants integrated with systems like Epic, Salesforce, Genesys, and Cisco to centralize patient engagement and route inquiries intelligently. The results included 79% of chats resolved end-to-end without agent involvement, an 85% drop in call abandonment, a 79% rise in speed to answer, and 44% of repetitive calls automated, delivering meaningful ROI and improved patient access.

Intermountain Health

Craig Richardville

Chief Digital and Information Officer