Agent artificial intelligence platform Hyro has launched a “comprehensive” analytics and agent intelligence layer to glean insights from AI agent interactions.
The solution, called Care Intelligence, allows organizations to measure, benchmark, and optimize access to care through patient AI agent conversations. The platform’s features include key performance indicators (KPIs), sentiment analysis, and an overview dashboard for patient access insights.
Hylo executives say standard sentiment tools don’t work in medical settings. Because they can’t differentiate between a patient suffering from a frightening diagnosis and a patient frustrated by having been transferred three times. Hyro’s analytics platform tracks sentiment scores, topic change frequency and conversation duration to filter out medical distress and surface only signals that indicate true system failure, executives said.
Care Intelligence solutions can leverage patient access insights to automatically detect supply shortages, growing transfer queues, and potential automation opportunities directly from patient conversations. For example, demand for new patients in cardiology has increased by 31%, but slots remain unfilled as individual providers have set strict scheduling restrictions. According to the company, Care Intelligence provides alerts whenever a mismatch between increased demand and inhibited supply emerges.
Care Intelligence also features a built-in AI copilot called Spot Data, which allows users to query data in natural language, the company said.
Israel Krush, CEO and co-founder of Hyro, said in a statement that the success of agent AI in healthcare is “traditionally measured by volume of activity, such as calls answered and time saved.”
“But every time a patient interacts with an AI agent, they are sending a signal about unmet demand, access delays, and system friction,” Krush said. “Patients have been sending these signals all the time, and Care Intelligence is the first solution built to receive them. We give executives the context they were missing and enable them to directly tie their AI investments to measurable operational and financial outcomes.”
Care Intelligence is powered by Hyro’s proprietary Agent Conversation Engine (ACE) architecture and is built on performance data across your company’s deployments. According to management, the analytics platform maps every conversation across more than 1,000 different patient intents, providing a level of granular visibility into agent AI interactions that is not possible with stacks built solely on large language models.
Hyro’s platform has been deployed in more than 2,500 healthcare facilities, reaching more than 30 million patients and more than 100 million interactions, executives said.
One system using Care Intelligence is Connecticut-based Hartford Healthcare.
“Care Intelligence gives us unprecedented visibility into not only the performance of our AI agents, but also the entire access operation,” Sandra Bernabe, senior director of transformation and engagement at Hartford Healthcare, said in a statement. “We can identify shifts in demand across specialties and locations, identify where access is broken, and reveal where patients are dropping out before receiving care.”
Last month, Hyro announced a partnership with Five9 to accelerate agent healthcare AI integration, establishing the company as the only healthcare-focused vendor to date to be Five9 certified. The partnership will enable healthcare organizations to “seamlessly automate complex patient interactions at scale” and reduce integration time, the companies said.
