Sutter Health Uses AI to Talk to Patients

Sutter Health is now using AI helpers to answer patient questions about appointments, refills, and bills. This helps people get answers faster and lets doctors and nurses spend more time with patients who need it most.
By Newsroom | Healthcare, Technology |

Examining the Use of AI in Healthcare Communication

Sutter Health is implementing artificial intelligence (AI) agents to manage patient communications. This move aims to enhance patient access to services and free up human staff for more complex tasks. The technology, provided by Hyro, is designed to handle a range of routine inquiries, including scheduling appointments, processing prescription refills, and answering billing questions. This initiative is a response to growing patient expectations for faster, more convenient healthcare access.

Context of AI Adoption

Sutter Health's decision to partner with Hyro follows a period of evaluating AI solutions for patient engagement. The organization sought tools that could integrate seamlessly into existing workflows and provide a compassionate patient experience.

  • Timeline: The partnership and subsequent deployment of AI agents were announced in September 2025.

  • Actors:

  • Sutter Health: A healthcare provider aiming to improve patient service and operational efficiency.

  • Hyro: The technology company providing AI agents for patient communication.

  • Objective: To automate routine patient interactions and improve overall patient experience through readily available, 24/7 support.

Evidence of AI Deployment

Multiple reports confirm Sutter Health's adoption of Hyro's AI agents.

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  • Integration Scope: The AI agents are being deployed across voice, chat, and SMS channels to extend self-service options.

  • Functionality: Key tasks include:

  • Appointment scheduling

  • Prescription refills

  • Billing inquiries

  • Other routine communications

  • Scale of Impact: The system is expected to support Sutter Health's 13 million annual visits and serve over 3.5 million patients.

  • Governance: Hyro works with Sutter's AI governance council to ensure safe and responsible information delivery.

AI for Patient Self-Service

Sutter Health is emphasizing the "self-service" aspect of this AI implementation. The goal is to mirror the instant access patients have in other areas of their lives, such as online shopping or financial management.

Automating Routine Inquiries

Hyro's AI agents are specifically designed to handle common, repetitive questions. This allows human customer support teams to concentrate on more intricate patient needs. The system aims to reduce the burden on these teams, particularly during high-volume periods.

Omnichannel Engagement

The AI agents are deployed across various communication platforms, creating an omnichannel experience for patients. This means patients can interact with the system through their preferred method, whether it's a phone call, text message, or online chat.

Data and Insights

A significant aspect of the partnership is Hyro's ability to provide actionable insights from patient interactions.

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  • Real-time Reporting: The system funnels interactions to a dashboard that offers real-time analytics.

  • Performance Metrics: This dashboard highlights patient trends, operational insights, and the performance of the AI agents themselves.

  • Continuous Improvement: These insights are intended to help Sutter Health refine its processes for patient access and care navigation.

Empathy and AI

Discussions around Sutter Health's AI strategy highlight a focus on amplifying empathy rather than replacing it. The goal is to use AI to support human caregivers, ensuring technology enhances, rather than diminishes, the personal touch in healthcare.

Measuring Success

While operational metrics are important, Sutter Health also aims to measure success beyond just efficiency gains. This suggests a focus on patient satisfaction and the qualitative impact of AI on the care experience.

Expert Analysis and Perspectives

Multiple sources point to Sutter Health's deliberate choice of Hyro. This decision was influenced by Hyro's established presence and track record in the AI healthcare space. The emphasis on safety and responsibility, with Hyro collaborating with Sutter's AI governance council, suggests a structured approach to AI integration.

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"Part of Sutter’s decision to partner with Hyro was its ability to provide actionable insights from patient interactions, enabling Sutter to continuously improve how patients search for and access care." - Vitals

"Sutter chose to adopt Hyro’s agents over other AI-powered patient communication tools because of the startup’s track record in this space." - MedCity News

Conclusion and Future Steps

Sutter Health's adoption of AI agents represents a significant step towards modernizing patient communication and service delivery. By automating routine tasks and providing 24/7 support, the organization aims to meet evolving patient expectations and optimize its operational resources. The ongoing collection of data and performance metrics will be crucial for evaluating the program's long-term effectiveness and identifying areas for further enhancement. The stated intention to ensure AI amplifies empathy suggests a balanced approach to technological advancement in patient care.

Sources:

  • Inference Brief: AI Agents for Patient Engagement: A conversation with Sutter Health and Sierra

  • Link: https://inferencebrief.ai/stories/ai-agents-for-patient-engagement-a-conversation-with-sutter-health-and-sierra

  • Vitals: Sutter Health Teams Up with Hyro to Revolutionize Patient Communications through AI

  • Link: https://vitals.sutterhealth.org/sutter-health-teams-up-with-hyro-to-revolutionize-patient-communications-through-ai/

  • MedCity News: How Sutter Health Uses AI Agents to Handle Patients’ Scheduling, Refills & Billing Questions

  • Link: https://medcitynews.com/2025/09/sutter-health-ai-agent/

  • Sierra: Sierra at HLTH 2025 (Mention of Sutter Health discussion)

  • Link: https://sierra.ai/events/sierra-hlth-2025

  • Becker's Hospital Review: Sutter Health adopts AI agents for patient self-service

  • Link: https://www.beckershospitalreview.com/healthcare-information-technology/ai/sutter-health-adopts-ai-agents-for-patient-self-service/

  • This Week Health: Sutter Health, Hyro Partner to Improve Patient Experience with AI-Powered 24/7 Support

  • Link: https://thisweekhealth.com/news_story/sutter-health-enhances-patient-experience-with-ai-powered-24-7-support/

  • Archyde: Sutter Health and Hyro Collaborate to Deploy AI-Powered Content Writing Agents: Enhancing Health Communications through Advanced Technology Integration

  • Link: https://www.archyde.com/sutter-health-and-hyro-collaborate-to-deploy-ai-powered-content-writing-agents-enhancing-health-communications-through-advanced-technology-integration/

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Frequently Asked Questions

Q: What is Sutter Health doing with AI?
Sutter Health is using AI agents to talk to patients. These AI helpers can answer simple questions and help with tasks like booking appointments.
Q: Why is Sutter Health using AI?
They want to help patients get answers and services faster. It also helps their human staff by taking care of easy questions.
Q: What kind of questions can the AI answer?
The AI can help with things like scheduling appointments, refilling prescriptions, and asking about bills.
Q: Will AI replace doctors or nurses?
No, Sutter Health says the AI is meant to help people get quick answers for simple things. This lets doctors and nurses focus more on patients who need their special help.
Q: How many patients will this help?
This new system is expected to help millions of patients and support many visits each year.