Off Hold: What It Takes to Earn Patient Trust in Agentic AI
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Off Hold: What It Takes to Earn Patient Trust in Agentic AI
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Patients don't call because they love hold music — they call because the phone is still the channel most likely to end in a real answer. In this episode of Access, Actually, Burt Rosen — who brings the patient perspective, drawing on his own experience coordinating care through two cancer diagnoses across multiple institutions — sits down with Steve Smith, AVP of Enterprise Contact Center & Clinical Access at Inova Health System, to talk about why even the most tech-forward patients still reach for the receiver. They get into the real cost of that reliance — burnout, turnover, a call center that never stops ringing — and get specific about what's actually working: since connecting Hyro's AI to Inova's phone system and CRM, the health system now routes more than 80% of calls to the right destination on the first try. They close on what a digital channel still has to prove before patients are ready to put the phone down for good.