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

AI-enabled virtual care assistants are boosting healthcare capabilities, but need to build trust, according to a panel at the HIMSS24 conference. The panel discussed how patients are using chatbots for administrative tasks like appointment bookings, not just clinical questions. Challenges remain with ensuring AI algorithms operate properly, with a crucial component being whether patient’s interactions with the bots are meaningful. Building trust takes time and a seamless connection to a human presence must always be a priority.