Virtual agents, chatbots can improve care delivery, but trust is critical


AI-enabled virtual care assistants are changing patient care, but providers need to build trust as technology advances. Northwell Health and Providence Health have been using chatbots to improve patient experience, reduce readmissions, and answer administrative questions. It is important to ensure that AI algorithms are functioning correctly and that conversations with chatbots are meaningful and efficient for patients. Building trust and confidence in chatbots will take time, and it is crucial to always provide a quick connection to a human presence when needed. This human touch is essential in healthcare to ensure patients feel supported and cared for.

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