Case Study: Summa Health expands access to care with Hyro AI

Summa Health & SummaCare Expand Access with 98% AI Accuracy

Summa Health and Summa Care needed a scalable way to improve access to care for patients and members who wanted convenient, self-service support across channels. With workforce constraints and a limited traditional portal, the health system turned to Hyro’s Responsible AI Agents to help answer common questions, support scheduling, and provide more flexible access to information.

Hyro implemented AI agents across Summa Health’s website and call center, integrated with Epic and other systems to deliver personalized support, smart routing, and live agent handoff. The result was 76% of calls successfully routed, 55% more calls deflected year over year, 85% of calls engaged, and 24/7 access for patients and members, with 98% of questions answered correctly over the last 90 days.

Summa Health

Elbridge Locklear

SVP Chief Information Officer