Patients embrace artificial intelligence for administrative tasks, sensitive health queries, and communications, but desire a human touch for medical advice

The latest Talkdesk® U.S. Consumer Healthcare Survey uncovers insights into patient experiences and expectations regarding AI in healthcare. While the current support levels from healthcare providers have left many patients feeling frustrated, there is notable optimism about AI’s potential to improve the patient journey within the next year.

• Current Patient Experience:

  • Frustrations: 62% of patients believe support has worsened or remained stagnant.
  • Complexity Issues: 23% of patients struggle with multiple departments and insurance issues.

• Optimism for AI:

  • Future Expectations: 51% of respondents believe AI will enhance their patient experience within the next year.
  • Demographics: Stronger optimism is seen among men (59%) and Millennials (60%).

• AI’s Potential Impact:

  • Efficiency Gains: 50% expect AI to streamline interactions, reducing time spent on administrative tasks.
  • Automation Benefits: 82% see AI automating reminders, and 75% believe it will improve care coordination.
  • Non-Clinical Inquiries: 81% think AI will expedite responses to appointment changes and other non-clinical inquiries.

• Human vs. AI:

  • Preferred Consultations: 81% prefer human advice for medical queries and personal health information.
  • Administrative Tasks: Patients are comfortable with AI handling tasks like address changes (60%), prescription refills (56%), and routine appointments (42%).

• Breaking Barriers:

  • Sensitive Health Issues: 30% have avoided care due to embarrassment, but 67% would be more comfortable with AI chatbots for sensitive issues.
  • Positive Aspects: AI chatbots are appreciated for their non-judgmental nature (48%) and patience (38%).

• Concerns and Oversight:

  • Patient Worries: Top concerns include inaccuracies (26%), data privacy (24%), and loss of human touch (24%).
  • Regulations: Only 23% feel current regulations are adequate.

Supporting Quotes

• Patty Hayward, VP and GM of Healthcare and Life Sciences at Talkdesk: “Patients are eager for AI to assist them, but the human touch remains crucial for medical advice and personal health inquiries. Responsible AI integration can enhance efficiency while preserving the expertise of human caregivers.”

The Talkdesk survey underscores a growing anticipation for AI to enhance healthcare experiences, despite current frustrations. As AI continues to evolve, balancing efficiency with the irreplaceable human touch will be key to improving patient care.