Revolutionizing Healthcare with Generative AI: Unleashing Personalized Engagement and Streamlined Services 

Updated on June 26, 2023

In today’s rapidly evolving healthcare landscape, generative AI is a powerful force for positive change. Despite initial apprehensions, the healthcare industry has an opportunity to embrace this transformative technology and unlock its potential for revolutionizing patient-centered care. By leveraging generative AI, providers can deliver personalized engagement and streamlined services that address each patient’s unique needs and preferences.

Empowering Patients for Informed Decision-Making

Generative AI can empower patients to participate actively in their healthcare decision-making process. By leveraging advanced algorithms and personalized data analysis, healthcare businesses can provide patients with comprehensive insights into their treatment plans and empower them to improve compliance for better outcomes. For example, Voice AI and generative AI can help patients understand and remember their discharge plan activities as they review them with their care coordinator during discharge. As the discussion occurs, generative AI can be filled in, empowering them to make informed decisions that align with their values and goals. This personalized engagement improves patient satisfaction and enhances health literacy, fostering a more collaborative and effective care relationship.

Similarly, one of the most common calls into a healthcare payer call center is to obtain help understanding benefits associated with a new or potential diagnosis or procedure.  When faced with this personal situation, people are often more anxious and retain less of the information being shared.  When that information is as complex as today’s healthcare benefits, there’s much room for misunderstanding. Organizations can use that same combination of Voice AI and generative AI to inform call center agents and produce written materials that document what the customer found helpful. Mining this data can help improve the usefulness of the massive amount of material paid each year on benefits.

Streamlined Services for Enhanced Efficiency 

Administrative tasks often burden healthcare staff, diverting their focus and resources away from direct patient care. Generative AI presents a solution by automating time-consuming administrative processes and streamlining services. For instance, AI-powered algorithms can automatically organize patient care plans, optimize clinical information organization, and assist with prior authorization and claims processing. By liberating staff from these administrative burdens, healthcare professionals can redirect their efforts toward providing high-quality care, improving patient outcomes, and operational efficiency.

Meaningful Data for Effective Healthcare

One of the critical challenges in healthcare is the fragmentation of medical records across different systems and providers. Generative AI and robust governance protocols enable the transparent and rapid integration of fragmented data, creating the foundation for comprehensive and meaningful insights for effective healthcare delivery. By leveraging generative AI to identify and manage gaps in medical records, healthcare organizations can obtain a holistic view of patient health, facilitate more accurate diagnoses, and develop personalized treatment plans. This comprehensive approach enhances care coordination and ensures that patients receive the most effective and appropriate interventions.

Ethical Implementation: Ensuring Fairness, Bias Mitigation, and Data Privacy 

Ethical considerations become paramount as healthcare businesses harness the power of generative AI. It is crucial to proactively address biases in data and algorithms to ensure fairness and equitable outcomes. Furthermore, healthcare organizations must prioritize data privacy and security to maintain patient trust. By implementing stringent governance frameworks, healthcare businesses can navigate these challenges and ensure the responsible and ethical deployment of generative AI that respects patient rights and safeguards their sensitive information.


In pursuing patient-centered care, healthcare businesses must embrace the transformative potential of generative AI. By leveraging personalized engagement and streamlined services, driven by generative AI technology, providers can revolutionize the healthcare experience for patients. Through informed decision-making, liberated staff, and the utilization of meaningful data, the industry can achieve enhanced efficiency, improved outcomes, and equitable access to high-quality care. By harnessing the promise of generative AI and addressing challenges with foresight and ethical considerations, we pave the way for a future where healthcare is genuinely patient-centered and empowers individuals on their unique healthcare journeys.

Susan Taylor
Susan Taylor

With more than two decades of experience building strategy, GTM, and growth for payer, provider, and medical device, and technology organizations, Susan Taylor, Pega's Vice President of Healthcare and Life Sciences is responsible for leading development of Pega’s innovative approaches that enable organizations to transform the administrative work of healthcare to empower healthcare teams and patients to improve health outcomes at scale.