Sutter Health Uses AI Agents to Answer Patient Questions Faster from September 2025

Sutter Health will now use AI agents to help over 3.5 million patients with common questions, aiming to answer them faster than before.
By Newsroom | Healthcare, Technology |

Sutter Health is rolling out new AI agents designed to handle common patient questions and tasks. This move aims to improve patient access to care and free up staff to manage more complex issues. The technology is being implemented across various communication channels, including phone, chat, and text messages.

The initiative seeks to meet growing patient expectations for quick and easy access to healthcare services, mirroring the instant support they receive in other aspects of their lives, such as online shopping or managing finances.

Details of the AI Integration

Sutter Health has partnered with Hyro, a company specializing in AI agents for healthcare. This collaboration is intended to automate routine patient communications.

Key areas where the AI agents will be deployed include:

  • Appointment scheduling: Helping patients book or manage appointments.

  • Prescription refills: Facilitating the process for patients to request refills.

  • Billing inquiries: Providing answers to common billing questions.

  • Other routine communications: Addressing a range of standard patient needs.

The AI agents are being integrated into Sutter Health's existing systems to streamline these functions.

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Rationale Behind the Partnership

Sutter Health's decision to adopt Hyro's AI agents was influenced by the company's track record in the field. Hyro's AI agents are designed to automate repetitive tasks, allowing customer support teams to concentrate on more intricate patient concerns.

  • The partnership aims to address situations where customer support teams may be overwhelmed by a high volume of patient interactions.

  • Hyro's technology is expected to provide actionable insights from patient interactions. This data will help Sutter Health refine how patients search for and access care.

  • A central dashboard will offer real-time reporting and analytics. This includes tracking patient trends, operational insights, and the performance of the AI agents.

Hyro also works closely with Sutter's AI governance council to ensure the agents deliver information safely and responsibly.

Scope and Expected Impact

The rollout is expected to support 13 million annual visits and serve over 3.5 million patients across Sutter Health's network.

  • The integration is designed to extend self-service capabilities to patients.

  • This initiative is part of a broader effort by Sutter Health to enhance patient communications through advanced technology.

Expert Insights

  • Vanessa Colella, President & CEO of Stellarus, commented on similar infrastructure challenges: "Health plans struggle to realize value from AI not because the technology isn’t ready, but because their current infrastructure makes change difficult." This suggests that while AI technology is advancing, its successful implementation can depend on the underlying systems.

  • Sources indicate that Sutter Health chose Hyro over other AI tools due to Hyro's established history in developing such solutions.

Sources

  • Sutter Health Teams Up with Hyro to Revolutionize Patient Communications through AI: Published September 17, 2025, on Vitals.

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

  • How Sutter Health Uses AI Agents to Handle Patients’ Scheduling, Refills & Billing Questions: Published September 23, 2025, on MedCity News.

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

  • Sutter Health adopts AI agents for patient self-service: Published September 17, 2025, on Becker's Hospital Review.

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

  • Sutter Health and Hyro Collaborate to Deploy AI-Powered Content Writing Agents: Published September 18, 2025, on Archyde.

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

  • AI Agents for Patient Engagement: A conversation with Sutter Health and Sierra: Seen on Bing, published by Inference Brief.

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

Frequently Asked Questions

Q: How is Sutter Health using AI agents for patients starting in September 2025?
Sutter Health is using new AI agents to help patients with common questions and tasks like booking appointments, refilling prescriptions, and asking about bills. This is done through phone, chat, and text messages.
Q: What is the main goal of Sutter Health using AI agents for patient questions?
The main goal is to give patients faster and easier access to healthcare services. It also helps Sutter Health staff focus on more difficult patient problems.
Q: Which company is helping Sutter Health with these new AI agents?
Sutter Health is working with a company called Hyro, which makes AI agents for healthcare. They are putting these agents into Sutter Health's current systems.
Q: How many patients and visits will these new AI agents help at Sutter Health?
These AI agents are expected to help more than 3.5 million patients and support about 13 million visits each year across Sutter Health's network.
Q: What kind of patient questions can the AI agents handle?
The AI agents can help with booking or changing appointments, requesting prescription refills, and answering common questions about billing. They can also handle other routine patient communications.