Across Future of Work (as well as our Customer magazine), we often talk about what businesses can do to enhance customer and employee experiences. The key, naturally, is to keep them satisfied to increase revenue.
Well, thing don't look terribly different for health systems.
For patients, a positive experience leads to improved health outcomes, greater satisfaction with care and increased trust in the healthcare system. When patients feel connected and informed, they are more likely to follow treatment plans, adhere to medication regimens and actively participate in their own care.
For team members, a positive and connected work environment fosters job satisfaction, reduces burnout and improves teamwork and collaboration. When healthcare professionals feel valued, supported and empowered, they are more likely to provide high-quality care and deliver exceptional patient experiences.
This is true, no matter the size of the health system. And Inova, a health system in the Washington, D.C., metropolitan region with 24,000 team members, cares for more than 1 million patients each year. They are committed to improving patient and team member communication through advanced AI technology.
Therefore, Inova selected both Hyro, an AI-powered communications platform for healthcare, as well as NICE, an AI-powered customer experience provider, to improve patient and staff satisfaction with AI innovation.
Inova will use Hyro's voice and chat assistants along with NICE CXone to streamline communication with patients and staff through enhanced self-service options.
“With Inova contact center agents handling more than 250,000 patient calls each month, this technology will allow for a more personalized patient experience through intuitive conversational interfaces, and improve team member productivity, ensuring that we continue to deliver the exceptional care and service that patients have come to expect from Inova,” said Matt Kull, Executive Vice President, Chief Information and Digital Officer, Inova.
Here’s how it will work:
Hyro's AI-powered voice and chat assistants are embedded within Inova's newly upgraded NICE CXone platform to automate routine tasks like answering common questions and managing appointments. This makes it easier and faster for patients to get the information and services they need.
This strategy also has hopes to boost operational efficiency by streamlining patient communications, reducing misrouted calls, deflecting and resolving repetitive inquiries.
Additionally, patients and staff will have 24/7 access to information and self-services like appointment management, prescription refills and clinic details.
“With Hyro in the fold, Inova will experience expanded call coverage combined with lower operational costs to ensure best-in-class patient and employee access to care,” said Israel Krush, CEO and co-founder, Hyro. “Together, Hyro, NICE and Inova will champion the safe and successful implementation of generative and conversational AI across critical channels and services.”
By focusing on patient and team member experience, Inova has set a blueprint for other healthcare systems to create a culture of excellence, where everyone feels valued, connected and committed to providing the best possible care.
Be part of the conversation to understand the Future of Work and how both customer and employee experiences are changing at Future of Work Expo 2025, taking place February 11-13, 2025 in Fort Lauderdale, Florida. The conference focuses on key elements of today's re-imagined workplace, not just for improving productivity, but also providing better experiences, through the intersection of technology like AI and the human element.
Edited by
Alex Passett
