How Artificial Intelligence and Machine Learning Are Rapidly Changing Patient Engagement

The use of artificial intelligence (AI) and machine learning technologies has had a tremendous impact on the consumer experience over the past few years. Most people are unaware of the role of AI and machine learning in their streamlined experience, but now expect the convenience of these technologies in their shopping, banking, and other consumer interactions, including healthcare. As these technologies have improved and grown in adoption, the rate at which that change occurs is rapidly increasing and consumer expectations have followed.

Helping to drive that change is the fact that the modern consumer is now comfortable with having a powerful communication tool in the palm of their hand.

The expectation of the patient experience and what it means to be engaged and communicated with has changed as well. Consider that, according to the recent Pega Systems 2021 Healthcare Engagement Survey, 63% of patients agree that they would switch doctors due to poor communication or engagement. So, while patient engagement has long been at the core of the care journey, the days of traditional pamphlets and brochures is quickly fading as AI and machine learning models, driven by big data, allow for an improved experience.