Hyro, a company specializing in responsible AI agents for healthcare, has announced a collaboration with Sutter Health to improve patient communications. Sutter Health, which operates as an integrated not-for-profit health system in California, will implement Hyro’s AI-powered solutions across various channels including voice, chat, and SMS.
Jennifer Bollinger, chief consumer and brand officer for Sutter Health, said: “We focus on empowering patients and changing the experience around what is possible in healthcare. And to that end, we are always looking for opportunities to build stronger connections with consumers across all channels and engage in ways that fit into their lives. With the addition of an AI-powered voice and chat communications platform, Sutter will continue to transform touchpoints for our patients and our people, helping drive better patient engagement, streamline operations for our teams and deliver data-driven insights that can help us better serve their needs now and in the future.”
The partnership aims to address several strategic objectives such as improving patient access to care and outcomes, resolving inquiries more efficiently, and simplifying employee workflows. Hyro’s technology will allow patients 24/7 self-service options through multiple digital platforms. This move is expected to free up customer support representatives so they can handle more complex cases; Sutter Health manages about 13 million patient visits annually for approximately 3.5 million people.
Since 2020, healthcare organizations have faced challenges meeting high volumes of patient interactions while maintaining quick service delivery. Previous digital strategies using chatbots or automated phone systems often failed to meet expectations. In response, Sutter Health evaluated AI agents capable of integrating with Epic electronic health record systems and Genesys CCaaS platforms while also meeting security standards such as HIPAA compliance.
Hyro reports that its approach—agentic routing—helps direct patients efficiently by identifying their needs and connecting them with appropriate resources or live agents when necessary. The company claims this reduces call abandonment rates by 85% on average compared to traditional methods.
The collaboration includes features like real-time analytics dashboards for tracking patient trends and operational performance metrics. Insights from these tools are intended to help Sutter Health continually refine its services based on actual usage patterns. The implementation follows guidelines set by Sutter’s AI governance council concerning data privacy and transparency.
Israel Krush, CEO and co-founder of Hyro, stated: “Sutter’s stated mission is to ‘care for their patients first—and their people always’; and Hyro can help play a critical role in that work. Our proven track record of increasing capacity gains and operational efficiencies will provide more accessible care. Together, we’re unburdening staff, unblocking access and unlocking operational insights that’ll propel better patient outcomes for millions of Californians.”
