Corporate Insight recently hosted a webinar examining a survey on generative AI tools in healthcare. Generative technology presents a colossal opportunity for driving engagement on digital health platforms as patients demand increasingly efficient care delivery systems. The question is no longer whether healthcare organizations should adopt AI, but how—how do health systems and insurers design tools capable of simplifying notoriously intricate healthcare processes while building patient trust?
Seeking to understand consumer desires, habits and hesitancies surrounding generative AI in healthcare, Corporate Insight surveyed over 500 AI users and published findings in a comprehensive Generative AI in Healthcare report and in a November survey webinar. Survey respondents ranged in age, gender and location, but each shared a foundational understanding of the technology. Our research reveals how digital health platforms can implement AI workflows that position them as patient-centric pioneers.
Contact CI for full access to the report. A webinar recording is also available via the form at the bottom of this post.
Where are patients ready for AI? Where are consumers now and what are they looking towards?
AI usage looks different for every consumer. Some champion the new technology as the future of medicine, while others remain wary of the misguided advice of AI hallucinations.
What are your thoughts on getting healthcare information/advice from AI chatbots?
“Using them is a good first step to figure out what’s going on with you. Once you get your desired information, it’s your choice how you want to act on it”
– Respondent #1
Individuals express sentiments across the map, but our survey results show certain behaviors converge. Of the respondents that use AI for healthcare, over one-third (37%) ask about a health-related topic once a week or more. Patients are integrating AI-generated healthcare information into their daily lives, engaging with the technology at a frequency they could never establish with a provider.
The topics of AI-patient interactions range from common seasonal illnesses (53%) to fitness and nutrition (43%), with prescription and over-the-counter (OTC) medication questions emerging as the second most frequently researched topic (50%). Prescription and OTC recommendations present a substantial opportunity for health systems and insurers to design AI-powered support that benefits both payers and patients. Medication nonadherence costs the U.S. healthcare systems billions each year, but tools that facilitate daily monitoring and personalized reminders are proven in increasing patient adherence.
For health insurers and systems, these findings point to immediate implementation opportunities. Organizations that deploy these capabilities now will capture engagement from a patient population already primed to use them.
What are your thoughts on getting healthcare information/advice from AI chatbots?
“The AI chatbots explain what I’m looking up well. I’m not a doctor and I don’t understand all the medical terms, so they tell me in words I know and understand. It makes it a lot easier to read.”
– Respondent #2
The Generational Imperative: How Millennial and Gen Z Preferences Will Shape the Future
The data is clear: younger generations are leading the charge in AI adoption for healthcare. Over half of Millennials and Gen Z respondents reported using AI at least once a week—a usage rate that significantly outpaces older generations. But what matters most for healthcare organizations is that 34% of these younger consumers are already turning to AI chatbots for health information, while only 21% are visiting their health insurer member sites.
As Millennials and Gen Z consumers wield increasing economic influence, their healthcare preferences will determine the relevancy and success of digital health platforms. Establishing a reliable patient base will require healthcare organizations to adapt to these future consumers as soon as possible. Waiting until the AI bubble pops without cultivating meaningful engagement will leave firms that lagged behind without the financial anchor of loyal users.
What are these generations seeking from their AI platforms? Convenience, speed, and mobile-first experiences. The research reveals a stark 2:1 preference for mobile interactions over desktop across all generations, with Millennials and Gen Z showing the strongest mobile affinity. The pathway to engagement runs directly through the smartphone in your patient’s pocket. For health insurers and systems, this may mean pivoting digital strategy to focus on accessibility over aesthetics. A robust member site or beautifully designed patient portal isn’t enough if it doesn’t meet users on their preferred platform.
Consumers know AI is far from perfect, and they’re adjusting their behavior accordingly. Among those using AI for healthcare information, 82% report cross-checking the responses they receive. The frequency of verification varies by individual, but the behavior is near-universal.
What are your thoughts on getting healthcare information/advice from AI chatbots?
“I think that the information that comes from AI chatbots can be helpful and informative. However, it’s important to do your own research that can be backed up with references and to speak to your healthcare provider.”
– Respondent #3
This verification habit demonstrates that patients are engaging thoughtfully with AI-generated health information and applying an appropriate level of skepticism. Healthcare platforms should encourage this behavior as it facilitates patient-led education. Prominent disclaimers reminding users to verify AI-generated information and consult healthcare professionals create transparency that builds trust over time.
For the half of survey respondents who don’t currently use AI for healthcare purposes, their apprehensions reveal opportunities for digital health platforms to build meaningful relationships. Many fear the generation of illegitimate treatments and misdiagnoses (55%) and believe AI adoption in healthcare is moving too fast (52%). These concerns are the exact questions healthcare organizations must ask themselves during implementation. Considering these anxieties while building out AI features will ensure new technologies remain patient-centric and foster increased user engagement rather than eroding it.
Implementing AI systems thoughtfully will mean something different for each firm, but adoption strategies should consider these practices:
- Human support still beats AI-generated flattery – build in checkpoints that connect AI-powered virtual assistants to live agents to streamline the pathway for patients to access face-to-face support.
- Transparent communication about AI’s role and limitations – don’t oversell capabilities or hide the technology’s involvement. Patients appreciate honesty about what AI can and cannot do.
- Gradual capability expansion based on proven reliability – start with lower-stakes use cases like educational content and wellness information before moving into diagnostic support or treatment guidance.
The Path Forward
The research paints a clear picture. Patients are already using AI for healthcare decisions, and they’re increasingly bypassing traditional healthcare platforms to do so.
The question now is whether healthcare organizations will move quickly enough to meet patients where they already are—on their phones, asking AI for help, and looking for platforms that combine the intelligence of modern technology with the trust of established healthcare institutions. Learn more by watching our webinar on generative AI in healthcare survey results:
Christal Oji
Christal Oji is an analyst on Corporate Insight's healthcare research team.