Finding a doctor and ultimately scheduling an appointment are among the most crucial features a health system can offer on its public website. These tools serve a wide range of visitors, from existing patients who prefer not to log in to their account to newcomers exploring their care options for the first time. Most health systems approach this through traditional provider search tools, which, as covered in Corporate Insight’s Public Site Provider Search and Care Scheduling Report (subscription required), typically present users with a series of inputs before generating a comprehensive list of doctors. However, NYU Langone Health takes this experience to the next level by recently rolling out an AI Assistant for care finding, an acknowledgment that today’s consumers are familiar with and have come to expect the efficiency that AI-powered chat tools offer.
Throughout the health system’s public site, an Ask AI button now appears at the top right, adjacent to the site search tool and featuring the sparkle icon that is commonly associated with AI. This overt placement ensures users can easily discover and access the tool regardless of where they are on the site, signaling that the chatbot is a core component of its digital experience. The organization’s Find a Doctor page also promotes the new chatbot, strategically placed above the traditional search inputs. While patients are likely familiar with the usual search method—entering a specialty, location and insurance details—they may be intrigued by the new AI alternative. Also, the conversational chatbot approach can be especially appealing to patients who are not sure exactly what type of care they need or which specialty to search for in the first place.
The chatbot begins with several sample questions and options, helping patients gain a better sense of what they can expect from the tool. Equipped with various notable features, the AI Assistant goes well beyond a basic chatbot experience. Patients can type questions in or use the speech-to-text feature, particularly helpful for those on the go or with visual impairments. They can enable text-to-speech for each of the chatbot’s responses as well as copy responses and react via thumbs up or down icons. A Feedback link takes patients to an online form where they can rate the helpfulness of the response, their satisfaction of the response and any improvement areas. And lastly, patients can also conveniently clear the chat to start a new conversation. All of these features elevate the chat experience, transforming it into a dynamic, patient-centered resource that meets individuals where they are.
The chatbot requests information similar to the traditional inputs a patient would have to provide, such as specialty, medical condition, location, and insurer name and plan type. The chat ultimately results in purple tiles displaying each doctor’s name and specialty, office location, and a link to their profile. Most notably, patients can also view the doctor’s upcoming availability. Selecting a time slot generates a link to the appointment scheduling form specific to the chosen doctor, date and time. Though the chatbot cannot book visits for patients, it still offers a seamless journey from searching for a doctor to scheduling the appointment.
Some patients may still prefer to thoroughly read each doctor’s profile and conduct their own research before selecting a doctor. But for those who simply want an appointment with any doctor with early availability, the AI search offers a refreshing, direct path to care finding. Within a few minutes, these users can state their needs, receive several recommendations and lock in on an appointment. The chatbot can also filter for valuable features like the doctor’s gender or spoken languages, allowing those with multiple requirements to express all of their needs in a single sentence. This is a stark contrast to traditional search tools, where each filter must be applied individually.
AI adoption continues to grow in the healthcare industry, as seen with our coverage of Stanford Health Care’s introduction of AI-generated summaries for patient reviews—and it is growing fast. While the technology is still evolving, implementations like these signal a meaningful shift in how health systems approach patient engagement and work toward enhancing digital experiences. For health systems yet to explore these capabilities, the message is clear: AI is no longer a distant concept but a practical, patient-centered tool available today. Those who invest in thoughtful AI integration now will be better positioned to deliver the seamless, personalized care that patients increasingly expect.
Corporate Insight will continue to monitor how health systems integrate AI into their digital experiences, including doctor search capabilities. For more insights into digital innovation in the healthcare space, check out our subscription research services in four areas: Health System, Health Plan, Medicare and Pharmacy. And don’t forget to check out our Insights section for more industry trends and best practices in the healthcare space.
Stephanie Chan
Stephanie Chan is a Research Manager on CI's healthcare team.