Case Study: Overlake Medical Center & Clinics resolves 90% of digital patient inquiries with Hyro AI agents

Overlake Medical Center & Clinics automates 90% of website inquiries with Hyro

Overlake Medical Center & Clinics was facing high volumes of routine patient support calls, particularly for MyChart password resets. These calls were costly and time-consuming, taking an average of seven minutes and costing over $11 per interaction. To meet rising patient expectations for seamless digital communication and reduce operational expenses, Overlake sought a solution to automate these repetitive requests.

Overlake partnered with Hyro to implement AI agents for voice and web channels. The solution automated the password reset process and provided conversational self-service for common website inquiries. Within four months, Hyro's AI agents automated 51% of password reset calls and resolved 90% of website inquiries through self-service, projecting over $126,000 in annual savings and freeing staff to focus on more complex patient needs.

Overlake Medical Center & Clinics