Consumer Trust: How Healthcare Organizations Can Build Confidence with AI

To supercharge digital engagement and build consumer confidence, consider adopting the following AI-related applications and practices. Trust is a vital component of healthcare. It impacts whether someone shows up for a doctor’s appointment, follows their treatment plan, or plays an active role in their health. But building trust doesn’t just happen at the front counter, inside the doctor’s office, or in face-to-face interactions. Increasingly, consumers are interacting with their health plans through online and mobile touchpoints and these virtual experiences are no less crucial to building trust than in-person experiences. As health plans look to strengthen relationships with consumers, many are turning to artificial intelligence (AI) and machine learning to improve communication, connect consumers to the right resources, and personalize digital engagement. Although 90% of healthcare systems recognize the potential of AI to improve consumer experience and operational performance, far fewer have fully applied AI initiatives at scale.