WOBURN, Mass., Sept. 9, 2026 /PRNewswire/ — Parlance, a healthcare voice AI company, today announced the availability of its help desk intelligent virtual assistant (IVA) on the ServiceNow Store, alongside a new capability built specifically for the voice channel: Cisco Duo-verified push notification identity verification for sensitive IT requests.

Password resets drive up to half of IT help desk calls. The Parlance help desk IVA now verifies each caller on the spot — a one-time code read aloud on the call, confirmed in an enterprise-level authenticator app — securing the voice channel’s toughest identity verification requirements.

For health system IT leaders, the problem is not abstract. Password resets are commonly estimated to drive 20–50% of IT help desk call volume, and each ticket carries significant cost. Recent industry analyses put the fully loaded price of a single agent-handled password reset — labor, hold time, lost productivity — anywhere from $25 to $70. At a health system fielding thousands of calls a month, that’s a meaningful line item in the IT budget.

The burden on human IT staff is pervasive across industries, not just healthcare. “The majority of IT call volume is password related,” said Bindu Madhavi, Senior Director of Global ServiceNow DevOps and Contact Center at Securitas Security Services USA, Inc. “Many of my colleagues report the number to be nearly 70%.”

Purpose-built for healthcare IT

Traditional IVR systems weren’t built for the complexity of modern IT workflows, and most AI voice solutions weren’t built with the identity verification infrastructure to handle anything sensitive at the voice channel. Parlance help desk IVA was built to close both gaps at once, combining an agentic, AI-native conversational layer (so the interaction sounds like a natural back-and-forth rather than a scripted menu), with enterprise-grade identity verification that meets the security expectations of a regulated industry.

Verified push notification: the security differentiator

What sets this ServiceNow Store listing apart is not automation on its own. What makes this different is the security capability underneath it — what happens when a caller requests something sensitive. Alongside the ServiceNow Store launch, Parlance announces the availability of push-notification-based identity verification within the help desk IVA, built on a new MSP partnership with Cisco Duo.

Approval requires more than a tap. When a caller requests a password reset, the agentic AI system reads aloud a pin, then sends a verified push notification to the caller’s registered device: the caller confirms the spoken PIN inside the enterprise-level authenticator app on their phone, not a simple tap-to-approve. That distinction in the Parlance help desk IVA — a verified push versus a standard one — is what separates a safely routed call from an exploitable one, and it addresses a security requirement the voice channel has largely lacked. Tying the approval to that specific live call and that specific request is a meaningfully stronger standard than an unverified push notification or an SMS-delivered PIN, neither of which confirms that the person approving is actually the person on the line.

Product capabilities

The Parlance help desk IVA supports a growing library of self-service workflows, including:

• Password reset — verified via Duo push notification (or another supported authenticator app), with a secure reset link delivered by SMS
• Intelligent routing — callers are routed to the right queue or agent based on intent and proper name recognition, with full call context pre-populated on the agent desktop
• Ticket status — callers receive real-time ServiceNow ticket status by voice, without agent involvement
• Answers to FAQs (frequently asked questions) — the IVA answers common IT questions directly from the ServiceNow knowledge base

Parlance is already deployed at major health systems, including a $4 billion healthcare organization in the western United States. There, employees resolve password resets and other routine IT requests by voice, without waiting on hold for a live agent, freeing up time for the employee making the request and the IT staff who would otherwise be fielding it. 

“The help desk IVA on the ServiceNow Store represents a new chapter for Parlance. We’ve taken the conversational AI platform we’ve built for the healthcare patient access contact center, one that’s processed millions of calls at major health systems, and applied it to the IT help desk, where the same problems exist: high call volumes, repetitive requests, and frustrated employees waiting on hold. The addition of Cisco Duo-powered push notification verification means we’re not just automating the easy calls, we’re handling the sensitive ones too, with the security and compliance posture that healthcare IT teams require,” said Sanjay Yadav, Head of Engineering at Parlance.

“The ServiceNow Store launch opens a significant new market for Parlance in healthcare IT. IT service management is one of the largest and fastest-growing segments for AI voice automation, and the help desk IVA gives health systems a differentiated, production-ready offering they can deploy with confidence,” said Scott D’Entremont, CEO of Parlance.

For CIOs and CTOs deciding where to modernize next, the voice channel has been the hardest one to secure, and the easiest one to overlook, despite quick ROI. Built on an agentic AI architecture, the Parlance help desk IVA is designed to close that gap.

About Parlance

Parlance is a healthcare voice AI company that intelligently routes hospital and clinic calls, resolves routine requests, and reduces the burden on staff answering phones, without adding headcount. Parlance has production deployments at 400+ major health systems, including HCA Healthcare, Providence Health, UC San Diego Health, Keck Medicine of USC, NYU Langone Health, Banner Health, Baptist Health, and thousands of hospitals and clinics nationwide. Parlance brings AI-native voice intelligence, deep system integrations, and proprietary proper name recognition technology to healthcare IT and patient access. For more than 30 years, health systems, enterprise organizations, and higher education institutions have relied on the Parlance platform. Parlance is headquartered in Woburn, Massachusetts. Learn more at parlancecorp.com.

Media Contact

Alexandra Karasic
Head of Marketing, Parlance
888-700-6263  |   akarasic@parlancecorp.com  |  www.parlancecorp.com

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SOURCE Parlance