Bellevue, Wash.-based Overlake Medical Center & Clinics has partnered with Hyro, a healthcare AI services provider, to deploy AI voice and web agents aimed at modernizing patient access and contact center operations.
As part of the rollout, Overlake automated MyChart password reset requests, a workflow that previously averaged seven minutes per call at approximately $11.65 per interaction, according to a March 4 news release. Within four months of deployment, the AI agents automated 51% of those requests.
Overlake also implemented web-based AI agents to support digital self-service. Since go-live, more than 90% of patients who open the agent actively engage with it and nearly 90% of patient inquiries are resolved directly through responses drawn from the system’s website and knowledge resources.
The partnership will expand into additional administrative workflows, including scheduling and appointment management, as the system looks to streamline high-volume interactions and reduce friction across the care journey.
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