Harnessing AI to Transform Consumer Healthcare Experiences

Artificial Intelligence (AI) is revolutionizing industries worldwide, and healthcare is no exception. McKinsey & Company recently explored how AI-powered solutions reshape consumer experiences across the healthcare sector, offering insights HR professionals and executives should consider as they evaluate technological innovations.

The Current Challenge in Healthcare Consumer Experience

Navigating the healthcare system can be overwhelming for many consumers—employers and individuals alike. From finding the right insurance coverage to understanding treatment costs and scheduling care, the process is often complex and time-consuming. According to McKinsey, 25% of surveyed consumers reported being unable to access care when needed.

AI presents a transformative opportunity to address these challenges. By enabling personalized care recommendations and simplifying information delivery, AI can potentially improve consumer experiences and business outcomes. McKinsey notes that with widespread AI adoption, net savings could reach 5-10% of healthcare spending.

Why Now? The Data Opportunity

The healthcare industry generates around 30% of the world's data, a figure projected to grow at a compound annual rate of 36% by 2025. This data surplus and increasing consumer willingness to share health-related information create an ideal environment for AI to drive change.

However, healthcare has historically lagged behind other industries in digital adoption due to challenges like fragmented data systems and limited success with unstructured data. Generative AI can now harness these data sets more effectively, unlocking insights from sources like call transcripts and clinical notes to deliver personalized, data-driven consumer experiences.

Key Areas Where AI Can Transform Healthcare Consumer Journeys

McKinsey outlines five stages where AI can enhance healthcare consumer interactions:

• Proactive Care and Wellness: AI can help personalize wellness programs, predict health risks, and engage consumers with tailored health recommendations.
• Simplifying Care Access and Scheduling: AI tools can streamline appointment scheduling and help reduce no-show rates, which cost the U.S. healthcare system $150 billion annually.
• Clarifying Coverage and Costs: AI-powered tools can simplify insurance coverage explanations, offering clearer cost estimates before and aftercare.
• Improving Care Quality: AI can assist in administrative tasks like medical notetaking, allowing physicians to focus more on patient care during appointments.
• Enhancing Post-Care Adherence: AI can summarize discharge instructions, highlight the next steps, and personalize follow-up care to improve patient compliance.

For a deeper exploration of these insights, review the full McKinsey & Company article, "Harnessing AI to Reshape Consumer Experiences in Healthcare.”

The Future of AI in Healthcare

AI has the potential to fundamentally reshape how consumers engage with healthcare, from improving access to care to creating more personalized health experiences. For HR professionals and executives, understanding this evolving landscape is essential for driving organizational success and enhancing employee healthcare benefits.

To learn more about the promises, pitfalls, and best practices for using AI in an HR context, watch OneDigital’s on-demand session: AI Isn’t Coming—It’s Here. Employer Compliance Guidance in a New Era of Tech.