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Israel Krush shared thisAt Hyro we take the data we've gathered from tens of millions of calls very seriously. We leverage it to improve the patient experience, our AI agents, and create benchmarks and operational intelligence for the large and complex health systems we serve. In order to assist the entire healthcare industry/community, and after surveying nearly 400 health systems, we've decided to make many of those benchmarks public knowledge and published our 2026 AI Agent Benchmark Report which is the first healthcare-specific benchmarks for AI agent performance in call centers - giving leaders a clear, objective way to compare vendors, drive measurable results and evaluate ROI (link in the first comment). In addition, we just launched Care Intelligence – the deep analytics and insights layer that transforms every patient conversation handled by AI agents into strategic operational and access insights, benchmarked against peers. Every patient signal, now surfaced with clarity: 📉 Where patients are dropping off in the care journey, and the momentum lost as a result 📈 Where demand is outpacing capacity, by specialty and site ☎️ Where call volumes are overwhelming teams, with clear trendlines 🔍 Where untapped agentic opportunities exist to improve access to care Watch the short video (sound on), and/or read the coverage by Fierce Healthcare - https://lnkd.in/gRYfP4jg Excited to see what we all can do with this data to create a better patient journey and a healthcare experience for all of us! #patientjourney #careintelligence #healthcarebenchmarks
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Israel Krush shared thisThis guy in case you don’t watch F1 is Toto Wolff, CEO and co-owner of the Mercedes team. In his line of business, his team need to make decisions in milliseconds, and learn from every lap and every data point they can get their hands on. This is why they have hundreds of sensors on their race car, reproting data in realtime, and having AI models analyze issues and performance. What shocked me in his very down-to-earth fireside chat was that he trusts the feedback from the human driver, more than he trusts the data from hundreds of sensors and AI models running in realtime (and offline for further analysis) 🤯🤯 If in a relatively limited problem with closed boundaries we can’t trust AI, how can we imagine using it in more open-ended use cases such as navigating patient journeys? I believe that Toto is aiming for perfection. Of course he uses all of the data and latest advanced AI models to get those feedback loops and designing car improvements based on them. He simply puts more weight on the driver’s input as a data point to “fine tune” the models. He is working on optimizing milliseconds, and tiny gradual improvements of fractions of a percentage. This is in contrary to AI automation efforts by health systems. They should be aiming for production. Committing to become more operational efficient will help sort out the thousands of data point they have, and the efficiencies would increase by dozens of percentages. Not to mention improving patient outcomes and access to care. And yes, they will also need a human in the loop for certain tasks. Think about where you are on your AI journey - if you’re just starting - aim to achieve those first 20-30%. The best way to get there is aligning everyone in the organization that your goal is production, not perfection. And once you get those first wins, and your Grand Prix - then you can be Toto and start focusing on perfection 💪🏁
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Israel Krush shared thisWhat a week! First - speaking with Mona Baset and Steve Chambers about real lessons from patient facing AI agents in the call center to a group of healthcare marketing executives as part of HMPS at Salt lake. Then flying to Jacksonville to attend the Chime regional event led by Aaron Miri, DHA, FCHIME, CHCIO and Keith Fraidenburg, MBA participating in intimate panels and focus groups with healthcare CIOs and IT leaders about moving AI from pilot to enterprise wide scale. Different conversations, same theme - AI is everywhere, trust is everything. Thank you for many thoughtful conversations, learnings and good experiences Andy Crowder, CHCIO, CDH-E Pamela Landis Dr. Susan Ibanez,DHA, FACHE, CHCIO, CDH-E Tim Skeen and so many more! Next stop - Seattle! (more on that in my next post…) #ResponsibleAI #PatientExperience #Trust
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Israel Krush shared this72% of patients report delaying care. Over half say the reason is simple: scheduling is too difficult. We just released Hyro's 2026 State of Patient Communications report, and the findings cut right through the AI noise. Here's what stood out to me: health systems keep investing in "digital front doors" that still lead patients into a manual queue. A chatbot that demos beautifully but can't actually complete a booking isn't solving access - it's rebranding friction. The gap between what AI SHOWS and what it DOES is where patients fall through. At Hyro, we're obsessed with closing that gap - automating the routine scheduling and access hurdles that keep people from getting care, at scale, without cutting corners on safety. Curious what people on the front lines are seeing. What's the biggest barrier you're encountering when it comes to patient access right now? Link to download the full report - https://lnkd.in/edeuFR8s2026 State of Patient Communications Report | Hyro2026 State of Patient Communications Report | Hyro
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Israel Krush shared thisOur new partner Overlake Medical Center & Clinics just performed a masterclass in how to deploy responsible AI agents in less than 4 months to automate patient communications. If I was a CIO/CDO of a major health system, I’d pay attention! For years, Overlake, a 349-bed hospital with 500K+ annual outpatient visits across its network of clinics in the Seattle region, was looking to streamline its call center to cut rising operational costs. The goal was to automate high-volume administrative workflows and enable better digital self-service online. The criteria: fast implementation, production-grade success stories, and expertise in healthcare, specifically. In a matter of months, Hyro deployed our AI agents across Overlake’s call centers and website. As part of the initial focus on repetitive tasks and patient self-service, our priority was to automate calls and messages, and integrate Overlake’s datasets and procedures within our agentic platform. The results came quickly. An average MyChart password reset used to take Overlake’s patients a whopping 7 minutes on the phone and would cost the health system $11.65 per interaction. Now, Overlake has automated 51% of MyChart password reset calls, freeing up their teams to focus on more meaningful interactions with their patients. Overlake also deployed Hyro’s web-based AI agents for patients seeking digital service. Since go-live, almost 90% of web-based patient inquiries are now automatically resolved through Hyro’s agents, sourced from Overlake’s knowledge base, and 90% of patients actively engage with them. All this in only 4 months! On deck, Hyro will expand to additional administrative workflows such as scheduling and appointment management. Excited to see their communications stack continue to shine. None of this could have happened without the incredible work of Scott Waters and the entire Overlake team. Couldn’t be more proud of your accomplishments. And of course, thank you to all the SuperHyros who continue to redefine patient access, starting with strong communication. Stay tuned for the next customer success story. Read the case study: https://lnkd.in/evUPtWuD
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Israel Krush shared thisIn case you’ve missed our recent announcement at Vive, I’m excited to (re)announce that Hyro and WebMD Ignite are partnering to unify patient engagement and care navigation across a single, digital experience for health systems. For the past years, WebMD Ignite has been the leading full-service growth partner for healthcare organizations, helping providers deliver clinical education content to millions of patients around the world. Now, with WebMD Ignite’s validated content and decision logic along with Hyro’s healthcare-trained conversational AI, our collaboration will create a clinical-grade intelligence layer that guides patients from initial questions through the entire care journey. Our initial focus is to close the gap between information and action in the patient experience. Hyro will integrate WebMD Ignite’s intelligence layer into its conversational engine to enable deeper symptom understanding, improved triage support and more clinically aligned guidance for patients focused on driving the next best action. Our partnership will enable WebMD Ignite to deliver its clinical education content within Hyro’s chat agent to convert initial patient questions into meaningful next steps like specialty routing, appointment scheduling and care navigation. All part of our shared mission to provide a more connected, actionable digital care experience for patients. And this is just step 1. We have two more exciting steps which we’ll share soon as the patient experience and journey continues to evolve from static generic content to a dynamic and personalized experience! Thank you Ann Bilyew, Sara Faye Green, and the rest of the team at WebMD Ignite for all their hard work over the past few months. It’s a privilege to partner with a team so committed to improving the day-to-day patient experience, and I couldn’t be more excited for what we will deliver together. Last but not least, thank you to all our Superhyros for all their efforts. You are truly incredible!
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Israel Krush posted thisAs a 12 year old, I never would’ve guessed playing Mario and other PC games would lead me to found Hyro with Rom and deploy responsible AI agents at 50+ major health systems across America years later. But that’s exactly what happened. Since my parents were Soviet immigrants, they signed me up for clubs after school. But not one of them. ALL of them. While my friends played basketball, I went to chess, swimming, ballroom dancing, origami, tennis, table tennis, Young Scientist Club, piano and also played basketball. I sometimes wonder how we crammed everything into one week. But then I remember: My parents bribed me with computer games. It started as 30 minutes of screen time after homework. When I shut my textbooks for the night, I sprinted to play Super Mario 64, StarCraft, Age of Empires, or the latest version of Battlefield. But usually Mario. It didn’t matter that I was exhausted from a full day of school and 2 extracurriculars each evening. Something about Mario hooked me. From then on, I found every excuse to sit in front of a computer. First, as a computer science + statistics (aka Machine Learning) student in university and then as manager for engineering and product teams at Israeli startups. But that was only the start. When I came to Cornell Tech in 2017, my interest in human-computer interaction (HCI) reached another level. Rom and I were hanging out in my Roosevelt Island apartment when we started to quiz the new Echo device: for directions, Maccabi Tel Aviv scores, the name of George W Bush’s father. We were having too much fun. But we also realized something. Natural language interfaces (voice and chat) will become the dominant way humans engage with technology. The questions we asked the machine may have been simple trivia then, but it was only a matter of time before large organizations, like health systems, relied on this technology for all interactions with patients and customers. So Rom and I decided to build. And later that year, we founded Hyro. In the 9 years since, we’ve deployed our responsible AI agents at 50+ major US health systems. All in an effort to help providers improve patient experiences and reduce employee burnout + shortages. So far, I couldn’t be prouder of the results. We’ve completed tens of millions of conversations with patients, saved providers, nurses, and call center representatives millions of hours and reduced operational costs by more than a third. And we’ve raised $95M to do the same for many other providers across America. But when people ask me how it all started, I always think back to Mario. The computer games on my PC and experiments with the game way past my bedtime. Sure, the interfaces have changed over the years, but my fascination with how humans interact with technology is the same. So thanks Mario - the last fundraising announcement is dedicated to you. And thanks mom and dad for the screen time. We wouldn’t be here without those 30 minute slots :)
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Israel Krush posted thisA couple years ago, a major national health system almost cancelled our contract. A year later, they became one of Hyro’s biggest champions. I’ve never told this story before. Now I’m ready, here goes nothing! A few years ago, a mid-Atlantic health system with over 1K beds and 10K employees implemented Hyro’s AI agents to automate routine tasks across their hospitals and clinics. At first, it seemed like the beginning of a long partnership. Then things started to go south. One of our customer success managers learned that the internal buyer who had originally purchased Hyro left the company. But that wasn’t the problem. The problem was that their new Director of Digital Health had a different vision than the initial SOW, one that involved shifting focus. As a result, our customer success manager became frustrated he couldn’t execute on the remaining elements of the SOW. So I scheduled an hour Zoom call with the new director to understand their new priorities (honestly I would be willing to fly/drive down to Maryland to meet him in-person if needed). On the call, the director told me what was going on, and for an hour, I listened. The more I heard, the more I realized he was right. The Hyro agents deployed might’ve followed the SOW, but they didn’t meet the needs of the patients or the health system. So we crumpled up the SOW and went back to the drawing board. Fast forward to today, this health system is one of our great partners. We’ve since renewed and expanded our engagement, hosted their CDIO on a panel during Hyro’s Digital Front Door Day and on our podcast, and they regularly refer us to other health systems. And best of all, the new Director of Emerging and Consumer Technology, who leads the Hyro relationship, is now a strong champion and partner. True, it’s important to stick to the contract (I’ve heard enough bad stories about broken SOWs), but never at the expense of provider needs and patient care. Zooming out, health systems are looking for partners. That can mean many things. This story taught me that part of being a good partner is listening (really listening!) and being able to embrace speed and stay adaptive, regardless of what was originally discussed (and legally signed).
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Israel Krush shared thisCan’t wait to see everyone at ViVE next week in LA! And this time, we’re excited to share some of Hyro’s latest news, Hollywood-style. ViVE has never been an ordinary conference for us. We took a bet on ViVE from year 1 at Hyro as an early-stage startup with a small budget, and have been attending all the way through last year when we rocked the house with one of the biggest booths with the best honky-tonk party and call center-themed arcade games. So as 2026 approached, we wondered how Hyro could make a new splash. A few things to point out: 1- Like last year, we’re hosting an exclusive VIP party and we’re doing it the LA way. DJ, drinks, bites and some incredible rooftop views. All to celebrate the innovators, champions and leaders building the future of patient access across America. There’s a reason we co-host this party with two of the most trusted brands in the healthcare industry - ServiceNow and WebMD - both of whom we’re proud to call our strategic partners. That’s Monday night. 2- In case you’ve missed our latest partnership announcements, feel free to drop by our booth on Monday 10:30-11:30am as we share more details, movie-night style. 3- The next afternoon, I have the privilege to represent Hyro on the big stage. In a panel on AI in health systems, I’ll answer some of the toughest questions Hyro faces as we help 50+ major health systems automate their patient support systems: - How we maintain the human touch in patient interactions as we automate engagement layers. - What workflows are handed off to our AI agents vs. health system employees. - How do we turn Chaos into Care And some other questions that all healthcare leaders should be asking in 2026. Looking forward to joining Susana Rojas, Eric Smith, Trisha Rawlings and Cory Warner for such an important conversation. FYI: If you haven’t registered for ViVE, it’s not too late. Sign up here: https://lnkd.in/eXksdAmC And if you want to celebrate digital health on Monday night, request your invite here: https://lnkd.in/eQJTTrRy See everyone soon! We’ll have 20 SuperHyros by Booth #1602, fighting Chaos all conference long! Excited to meet you in person! #ViVEvent
Israel Krush commented on a post
1w
Love the image, and the open book take JD! Building AI agents is no easy task. Even with the greatest connectivity to EPIC. Managing prompts, models, orchestration, flows, integrations, token cost, how patients are actually perceiving their journey and talking about it (rather than what configurations are embedded within EPIC's workflows), and of course all the other systems that provide rich context on the patient, staff, and health system (knowledge). Yes, 3rd party agent builders should track EPIC's plans closely (generally true for any company selling to health systems), but the future ahead IMHO is one with lots of AI agents, with strong connectivity, within and outside EPIC :)
Israel Krush commented on a post
1mo
Brant Castellow we all already feel the collaboration, industry experience, and strong culture fit! Excited towards this next chapter of Hyro's journey with you joining our leadership team and driving even more value for the health systems and patients we serve! Good luck! 💪
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Israel Krush liked thisIsrael Krush liked thisMatthew Kull is not shy with his opinions, and this episode is better for it. We sat down with the Chief Information & Digital Officer at Inova Health to get into vendor contracting, AI governance, agentic call centers, care pathways and what happens when your own physicians start writing software. Here were the 8 most interesting things we got into: 1/ Why he believes the long-term vendor contract era in health IT is finished. Lock 100 customers in for five years and the business becomes an annuity - and annuities don't innovate. (When I pushed back on what that does to startups competing with Epic, his answer surprised me) 2/ Why he refuses to frame AI governance as risk reduction. Nobody picks a health system because it manages risk well, they pick it because they trust you to heal them. So his big committee asks exactly one question, and it isn't whether it fits the business. 3/ Why a vendor pitching a 3 to 5 year ROI on call center AI is making a promise it can't keep. He's not convinced call centers will look anything like they do today by then. 4/ Where he's drawn the line on agentic AI today. E.g. The majority of Inova's appointment cancellation calls are already handled by a conversational AI agent, but he won't let it book a net new specialty appointment. 5/ What happened when two physicians and someone from finance walked in recently and said they'd written software they thought could help. His answer was “ABSOLUTELY NOT”, and the reason is NOT what you'd expect. 6/ How he splits the entire technology portfolio: 20% take it as it comes, 60% shape it, 20% build from scratch. He wants to move those numbers, and the direction is probably not the one you'd guess in 2026. 7/ Where he thinks the efficiency from AI actually is - hint: it isn't the tumor-detection headlines. It's in what he calls human middleware: the staff manually shuttling information between systems that never learned to talk to each other. Nobody writes a press release about automating denial reports, and he's fine with that. 8/ How he scales AI oversight without scaling headcount alongside it. His constraint: he can't let monitoring the machine cost twice what the humans cost. So drift and accuracy get watched digitally, with named AI product managers accountable per vertical. … and much, much more! Link to the episode in the comments below 👇
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Israel Krush liked thisIsrael Krush liked thisLearnings from my annual field trip to MadisonEpic UGM 2026 - What I learned in Madison this week whether or not it was Epic newsEpic UGM 2026 - What I learned in Madison this week whether or not it was Epic news
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Israel Krush liked thisIsrael Krush liked thisיש הרבה עניין בתקופה האחרונה סביב הבטיחות של מודלי AI. בצדק. אצלנו זה תמיד היה בלב הפיתוח, ולא רק כי היינו מחוייבים ל-FDA. זה עניין תרבותי, תמיד הלכנו הרבה יותר רחוק ממה שדרשו מאתנו וקבענו סטנדרט שכמעט אף חברה אחרת לא מצליחה לעמוד בו. אבל אנחנו לא עוצרים שם, והשבוע עלינו עם מהלך שאני מאוד גאה בו. למעשה הקמנו קונסורציום (אגב -גילינו שזה מַאֲגָד בעברית) יחד עם כמה ממערכות הבריאות הגדולות בארה״ב שמטפלות בעשרות מיליוני מטופלים בשנה. המטרה שלו לפתח את הסטנדרט לאימוץ והפעלה של AI רפואי, בצורה איכותית ובטוחה מהיסוד. אלה מהלכים שהכרחי שיקרו עכשיו, ואגב, לא רק בעולם הרפואי, כי השינוי שהטכנולוגיה הולכת להביא הוא טרנספורמטיבי ברמות הכי עמוקות שניתן לדמיין. ה-AI הרפואי יגיע לכסות בשנים הקרובות קרוב לאלף מחלות שונות, ולמעשה הרופא יבצע אחוז עצום מהעבודה שלו דרך AI, כמו שמפתח תוכנה עובד עם קלוד. בעולם כזה אנחנו חייבים להעביר את מערכות הבריאות והרופאים יחד איתנו למושב הקדמי, כדי לנווט איך שינוי כזה מנותב אך ורק לתועלת הרופאים והמטופלים.
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Israel Krush liked thisIsrael Krush liked thisSuch a privilege to attend, participate, and present at the CHiME Foundation CEO Circle Summit. It proved to be an exceptional opportunity to exchange concerns, challenges, and opportunities with those shaping the future of healthcare. As always, I came away from the Summit with so much more than I brought to it. Special thanks to Mr. Russ Branzell, Ms. Melissa Boobyer, Ms. Calli Dreke, Ms. Jane Bogue and the entire CHiME team for an outstanding CEO Summit! Looking forward to next year! Welcome to our Brave New World!
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Israel Krush liked thisIsrael Krush liked thisHyro (donor company #986!) welcome to the Tmura - The Israeli Public Service Venture Fund community and thanks for the donation of options! Kudos to Israel Krush, Rom Cohen, Maor Iger, Mor Pozner, Maya Agmon Cohen and the team, and thanks to the folks at Mindset Ventures, Norwest, and Hanaco Ventures! Look forward to the day when we are able to put the proceeds to good use for the benefit of the community! Closing in on #1000 soon - join us!! Boaz Albaranes Lior Prosor Assaf Harel
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Israel Krush liked thisIsrael Krush liked thisMy team made me cry today. Not because a system was down. Not because a project went sideways. Not because anyone was angry. They made me cry because they surprised me with an early birthday celebration before I leave for Epic UGM next week. In healthcare IT, we work in environments where the stakes are real. The work we do impacts clinicians, patients, families, and communities. The responsibility is meaningful, but it can also be heavy. Deadlines are tight. Priorities shift. Expectations are high. And if I'm being honest, I've asked a lot of this team. I've asked them to pursue excellence when "good enough" would have been easier. I've asked them to lean into difficult conversations, embrace change, solve hard problems, and keep moving forward even when the path wasn't clear. Today, they reminded me that leadership is not measured only by outcomes, metrics, or accomplishments. It's measured by relationships. What brought me to tears wasn't the birthday wishes. It was knowing that despite the pressure, the long hours, the complexity, and the challenges, these incredible people took time out of their day to make someone else feel valued. They wrapped their arms around me with kindness, friendship, and generosity. And in that moment, I was reminded that the greatest privilege of leadership isn't driving strategy, implementing technology, or achieving results. It's getting to walk alongside extraordinary people. To my Clinical Applications team: thank you. Thank you for your trust, your partnership, your resilience, your humor, your passion, and your hearts. I know how hard you work. I know the sacrifices you make. And I hope you know how much you mean to me. Today, I felt incredibly fortunate. Not because it was almost my birthday. But because I get to lead a team that's become so much more than a team. #BaptistProud
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Israel Krush liked thisThrilled to moderate our panel submission for SXSW 2027: Marketing Reinvented: AI Transformation at Scale. I'm excited to bring together the questions I've heard in conversation after conversation with this illustrious group of panelists who are living those answers out every day as they shape the future of Marketing with AI! Thank you in advance for taking a moment to vote! It's free, takes just a few minutes, and is open through August 23 at the link below.Israel Krush liked thisI’m excited to share that I’m collaborating with Amy Lynn LeDuc, Divya Srungaram, and Ajay Mody on a panel submission for SXSW 2027: Marketing Reinvented: AI Transformation at Scale. We'll discuss what it takes to build the workflows, operating models, and leadership practices where AI serves as a key enabler of human-led brand experiences, drawing lessons from healthcare and other industries. If this conversation resonates with you, I'd be grateful for your support. Voting is free, takes just a few minutes, and is open through August 23. Vote here: https://lnkd.in/gKh75Utp I hope to see you at SXSW!
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Israel Krush liked thisIsrael Krush liked thisCelebrating one year at Hyro this week 🏆 with two amazing updates: 1. We just landed on the 2026 Inc. Magazine 5000 🏅 ranked No. 677 on this year's list of America's fastest-growing private companies. The numbers that matter more than the rank: 🏥 2,500 hospitals, clinics, and healthcare facilities served, 💬 100M+ patient interactions handled ⚡ Scheduling, billing, care gap closures – all in motion. Inc. 5000 2027, watch out — you're on OUR list 🤭 2. I still love balloons. I thought it will go away as years go by but, no. Still going strong for me. Lucky to be part of this team 🦹 Aaron Bours—thanks for handing me the cape to join the SuperHyros. Award submissions, PR releases, video scripts, blog articles, reports, you name it. Honestly, all I wanted this whole year was that balloon on my desk for my Hyroversary. I did it. For many more! (Awards and Hyroversaries both)
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