Jenny Cordina, Sarah Greenberg, Eduardo Coronado, Penelope Williams
AI has the transformative potential to enhance consumer engagement with healthcare services in the United States. Facing challenges such as complex insurance structures and healthcare accessibility, the introduction of AI can personalize and streamline consumer experiences by providing clarity, efficiency, and accessibility. This technology is particularly significant in light of current human resource constraints and rising costs in the sector. Although the healthcare industry recognizes AI's benefits, only a minority of organizations have started implementing it. With healthcare contributing significantly to global data production, AI's use can harmonize scattered and unstructured data to offer personalized healthcare solutions at scale. AI can revolutionize the consumer healthcare journey from proactive care and wellness to coverage clarity. However, challenges like data privacy and readiness need addressing. A structured approach focusing on data integration, prioritization of consumer experience, and risk management can accelerate AI adoption. Investing in AI capabilities can optimize healthcare operations and improve consumer satisfaction, requiring careful stakeholder engagement and targeted investments.