Tampa General Hospital (TGH) has significantly improved its patient communication and operational efficiency by partnering with Hyro, a leader in responsible AI agents tailored for healthcare. Since deploying Hyro’s voice AI technology, TGH has seen a 56% reduction in call abandonment rates and a 58% decrease in average wait times, enhancing patient access and streamlining contact center workflows.

Transformative Impact of AI on Patient Engagement

Within just two weeks of launching Hyro’s AI agents, TGH experienced a 21% increase in scheduled appointments and achieved its lowest ever call abandonment rate, dropping from 34% to 14.9%. Average wait times also fell from 6.2 minutes to 2.4 minutes as AI agents efficiently guided patients to the appropriate services, reducing friction and improving the overall care experience.

Hyro’s AI capabilities integrate seamlessly with TGH’s existing technology infrastructure, including Epic EHR and various telephony and contact center platforms. This deep interoperability allowed for rapid deployment and immediate benefits, demonstrating the effectiveness of responsible AI in healthcare settings.

Strategic Partnership and Future Expansion

The collaboration focused initially on appointment management and contextual call transfers, with plans to expand into additional specialty-specific scheduling tasks. Built on a collaborative deployment model, the partnership achieved rapid results, launching production-grade AI agents within three months.

According to Scott Arnold, EVP and Chief Digital and Innovation Officer at TGH, the AI implementation has not only improved operational metrics but also restored the human connection in healthcare interactions. By leveraging responsible AI, TGH aims to make care more accessible, personal, and efficient, setting a new standard for healthcare contact centers in the Southeast.

This successful rollout exemplifies how healthcare organizations can quickly realize value through innovative AI solutions, enhancing patient experience while empowering staff to focus on higher-value, human-centered care. TGH’s initiative underscores a commitment to reimagining patient engagement through technology-driven transformation.

Inspired by

• https://ai-techpark.com/tgh-and-hyro-partner-to-transform-call-center-operations-with-voice-ai-agents/