Transforming Patient Engagement with Gozio Health
Gozio Health, a leader in mobile engagement platforms, is making waves in the healthcare sector by partnering with Hyro. This collaboration aims to enhance patient engagement at Baptist Health, a prominent health system in the region. The integration of artificial intelligence (AI) assistants not only helps in streamlining patient interactions but also significantly reduces wait times for service, enhancing overall patient satisfaction.
Challenges Faced by Baptist Health
Baptist Health, North Florida's largest health system, faced increasing call volumes that led to prolonged wait times for patients trying to reach out for assistance. With a staggering 83% of the calls directed to service desk agents aimed at resetting passwords, the average wait time escalated to over four minutes. This rise in demand necessitated a solution that could alleviate the burden on staff while maintaining quality service.
Innovative Solutions through AI
Enter Hyro, an AI communications platform that specialized in automating workflows and enhancing communication in healthcare. Hyro's advanced technology led to the development of the Baptist Enterprise Linguistic Learning Environment (BELLE). This state-of-the-art system integrates sophisticated language models and computational linguistics to provide conversational AI capabilities. By deploying BELLE through their call centers and online, Baptist Health has successfully diminished the number of password-related calls by 69%.
Partnership for Enhanced Engagement
Gozio Health's mobile engagement platform complements Hyro's AI by ensuring that these smart assistants are easily accessible to patients via the Baptist Access mobile app. This integration, launched earlier, has seen over a million sessions with a remarkable 75% reuse rate, showcasing the app's effectiveness in engaging consumers. The collaboration has proven fruitful, garnering significant returns on investment and streamlining patient communications.
A Vision for the Future
According to Aaron Miri, SVP and chief digital information officer at Baptist Health, the partnership has allowed them to shift from relying on external entities to an automated solution that brings efficiency and reliability. The motivation behind this shift came from recognizing the need for automation in handling common inquiries. Miri emphasizes the importance of collaborating strategically with vendors like Hyro and Gozio to tackle industry challenges.
Empowering Health Systems
The vision shared by the leadership of both Gozio and Hyro is clear: to create a flexible mobile strategy that caters to the individual needs of health systems. Joshua Titus, Gozio's founder, highlights the diversity of digital solutions health systems require. By consolidating these offerings into one seamless mobile experience, health providers enhance patient access and interaction, ultimately fostering better healthcare delivery.
Commitment to Responsible AI
Israel Krush, CEO of Hyro, emphasizes the importance of a responsible approach in implementing artificial intelligence solutions in healthcare. Their commitment to transparency and collaboration with healthcare organizations ensures that AI integrations are feasible, beneficial, and sustainable. The comprehensive strategy involves meticulous planning, feedback mechanisms, and constant improvement to enhance performance and outcomes.
Conclusion: The Future of Healthcare Engagement
The partnership between Gozio Health and Hyro represents a progressive step forward in the healthcare industry. By harnessing the power of AI to create efficient patient engagement tools, these companies are setting new standards for what is possible in healthcare communications. Their efforts not only alleviate workloads for healthcare staff but also significantly enhance the patient experience.
Frequently Asked Questions
What is Gozio Health?
Gozio Health is an industry-leading mobile engagement platform that helps health systems improve consumer engagement and enhance the patient journey.
How is Hyro supporting healthcare communications?
Hyro provides AI-powered communications solutions that enable health systems to automate workflows and streamline patient interactions across various channels.
What problem did Baptist Health face due to increasing call volumes?
Baptist Health struggled with prolonged wait times in their call center due to a high volume of password reset requests, leading to an average wait time exceeding four minutes.
What is BELLE, and how does it benefit Baptist Health?
BELLE is the Baptist Enterprise Linguistic Learning Environment developed by Hyro, which utilizes AI to reduce the number of password-related calls to the call center significantly.
How does the partnership between Gozio and Hyro impact patients?
The collaboration improves patient engagement by integrating AI assistants into mobile platforms, drastically reducing wait times and enhancing overall service quality.
