By mid-March, the spread of COVID-19 was threatening to overwhelm the U.S. healthcare system, especially in New York and the extending tri-state area where numbers were dramatically higher than elsewhere in the country. Efforts to stymie the spread of infection through social distancing threatened to overload communication channels, spawning massive backlogs in medical care, attention and testing. Montefiore Health System quickly recognized the uptick in patient traffic that was due to hit their website surrounding COVID-19 but also understood that this would lead to demand for other digital patient services as well. With Hyro's conversational AI, Montefiore could automate certain support systems, leaving their communication lines clear while boosting patient engagement and satisfaction.
Here’s a quick summary of the results Montefiore Health System has been able to achieve since deploying Hyro's conversational AI:
40% completion rate of the COVID-19 risk assessment
These numbers came within the first month of implementation, from April 1st to May 1st. The success of the COVID-19 Virtual Assistant unearthed other use cases that patients are looking for on Montefiore's website, such as navigation, MyChart registration and physician search & booking.
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