Hyro and ServiceNow Partner on AI Agents for Healthcare IT

Hyro and ServiceNow Partner on AI Agents for Healthcare IT

Hyro, a healthcare-focused agentic AI platform provider, has partnered with ServiceNow to automate patient-facing and employee support workflows across health systems. The collaboration pairs ServiceNow's enterprise workflow platform with Hyro's conversational AI layer, enabling voice and digital self-service for routine administrative tasks.

The partnership was announced as ServiceNow launched Healthcare Operations, a solution designed to unify clinical, administrative, and enterprise workflows on a single platform. According to details first reported in a company announcement, the initial integration focuses on high-volume use cases including employee FAQs powered by ServiceNow Knowledge Articles, conversational ticket management for patients, and access management through voice and chat interfaces.

Starting with IT service desk automation

Hyro has developed an app available on the ServiceNow Store that enables AI-powered voice automation for healthcare IT service desks. The application supports automated IT ticket creation in ServiceNow via voice, capturing employee requests and translating call details into structured ticket intake without manual data entry.

"ServiceNow has been a long-time believer in Hyro, and we're thrilled to now work with them as a platform partner," said Israel Krush, CEO and Co-Founder of Hyro. "Hyro and ServiceNow are already deeply trusted partners for many of the nation's leading health systems, and this partnership brings together two complementary strengths: ServiceNow as the enterprise workflow backbone, and Hyro as the agentic AI layer that makes those workflows instantly accessible over voice and digital."

The integration establishes Hyro as the engagement layer while ServiceNow serves as the workflow orchestration system, allowing healthcare organizations to scale automation with what the companies describe as a clean operational model and rapid deployment.

Why it matters

Healthcare organizations manage service requests across fragmented IT, clinical, and administrative systems that often require manual handoffs. By centralizing how requests are captured and routed through conversational AI, health systems can reduce administrative burden on clinical staff while improving response times for both employees and patients. The partnership targets the high-volume, routine requests that consume significant staff time but offer clear automation opportunities.

Health system adoption

Baptist Health is among the early adopters of the integrated solution. "This partnership empowers us to deliver a modern, seamless inpatient experience — directly supporting our goal of creating a smarter patient room, while simultaneously lifting the administrative weight off our clinicians' shoulders," said Aaron Miri, Executive Vice President and Chief Digital Information Officer at Baptist Health.

Hyro currently serves 2,500 hospitals, clinics, and healthcare facilities, including Intermountain Health, Baptist Health, and Hackensack Meridian Health. The company's platform operates across multiple channels including call centers, websites, SMS, and mobile apps, with HIPAA-compliant AI agents.

Drew Koerner, Chief Technology Officer of Healthcare at ServiceNow, noted that the partnership aligns with ServiceNow's vision for bringing AI, IT, clinical, and administrative workflows onto one platform. "Hyro is a natural extension of that vision—together, we're helping IT leaders move from managing tickets to orchestrating experiences, and demonstrating strategic value across enterprise operations and for patients," Koerner said.

As the integration develops, Hyro plans to expand beyond IT service desk automation to capture and structure intent across all channels for more complex task automation.

Details were first reported by Hyro in a company announcement.