Two years ago, only 17% of patients were using AI to find medical information, according to KFF figures. That number has surged to 29% in 2026, as more patients turn to the technology to circumvent rising medical costs and fill in healthcare's patient engagement gaps.
Generally speaking, health systems' current chatbot designs include the following:
- Home-grown systems that reflect commercial products, essentially building a version of ChatGPT for the health system.
- Generative AI tools that help patients more deeply engage in secure direct messaging, such as tools that help patients craft patient portal messages, translate medical jargon or generate plain-language discharge summaries.
- Off-the-shelf products embedded in the health system's existing software suite, such as an AI bot built by an EHR vendor.
Regardless of how health systems chose to implement AI chatbots, the motivation was the same: keep the patient connected to the health system, not a technology company.
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