61% of Americans Embrace Health AI, a Surge Since 2024

The Rapid Rise of AI in the Healthcare Sector

Since 2024, the perception of artificial intelligence (AI) in the healthcare field has undergone a spectacular transformation in the United States. According to Salesforce's Connected Health Consumer report, only 2% of American adults used AI to obtain health information in 2024. Today, that figure has surged to 61%. This report, which is based on a survey of 3,200 consumers worldwide, aims to understand how AI is redefining patient expectations and experiences in the healthcare sector.

Growing Expectations for Enhanced Healthcare Services

The study reveals that AI has significantly raised patient expectations regarding service in the healthcare sector. In fact, 58% of patients report postponing or even avoiding necessary care due to administrative complexities, particularly the difficulty of making appointments. This situation highlights an urgent need for simplification and improvement of administrative processes to prevent patients from turning away from essential care.

AI as a Logistical and Navigation Solution

Patients are increasingly inclined to use AI for logistical tasks, especially outside of office hours. 67% of respondents prefer to have AI assistance available 24/7 rather than waiting for traditional business hours. This preference for AI demonstrates a growing willingness among patients to switch providers to benefit from this convenience.

AI to Clarify Post-Appointment Care

Another major challenge for patients is the confusion that often follows medical appointments. Nearly one in four patients leaves their appointment uncertain about their treatment plan. 70% of patients believe that proactive checks by AI would help them better follow their treatment between medical visits.

Trust in AI and Data Security

Trust in AI within the healthcare sector has significantly increased, but it is conditioned by transparency and oversight. Patients are three times more likely to trust an AI agent integrated into their doctor's secure portal than a public chatbot. However, nearly 90% of patients demand human oversight and escalation options to ensure data security and confidentiality.

Frictions in Accessing Care: A Major Obstacle

The report highlights that 60% of patients delay care due to difficulties encountered when making appointments. Current multichannel engagement models fail to provide a satisfactory experience, with 49% of patients reporting abandoned calls after 10 minutes of waiting. Additionally, 46% of patients find provider websites confusing, further complicating access to care.

AI for Faster and Smarter Engagements

Nearly 7 out of 10 patients prefer to have access to AI assistance 24/7 rather than waiting to speak to a person during normal hours. This preference for AI is driven by often unsatisfactory appointment scheduling experiences. Patients are seeking proactive care, with 83% of them interested in self-enrollment programs that could provide health recommendations.

AI to Bridge the Post-Care Gap

Nearly one in four patients leaves their medical appointment without clearly understanding the next steps in their treatment. 70% of patients believe that an AI agent checking in on their situation after a medical visit could reduce this confusion. 78% of patients state that automatic reminders would help them follow their care plans and take their medications.

Sharing Health Data: Growing Trust

Patients are increasingly willing to share their health information to benefit from safer and more proactive care. 73% of patients trust AI to report potential drug interactions before picking up new prescriptions. Furthermore, 63% want automatic reminders for medication use, and 66% want AI agents to suggest preventive screenings.

Governance and Security: Necessary Safeguards

Trust in AI has increased since 2024, but it remains contingent on the presence of safeguards. 64% of patients would be willing to share their complete medical records with AI for faster diagnosis, but only 15% refuse to share data with AI agents. Patients demand human oversight to ensure data accuracy and confidentiality, with 88% of them requesting evidence of human supervision before accepting AI for administrative support.