Welcome to the AI Agent & Copilot Podcast, analyzing the latest AI Copilot and agent developments from Microsoft and its partners, delving into customer use cases, and exploring how AI plus the Cloud helps customers reimagine their business. In this episode, Tom Smith speaks with ServiceNow Americas Innovation Officers Spencer Beemiller and John Licata about business challenges and agentic AI opportunities in the healthcare industry. Their organization recently published a report on AI in healthcare.
Highlights
Current State of Healthcare Data Management and Customer Experience (2:04)
Beemiller introduces healthcare challenges in the area of patient experience, such as filling out multiple forms and repeating information. Data silos and the lack of seamless information transfer between different healthcare providers are also problematic.
Licata talks about AI’s potential to improve enterprise automation in healthcare, mentioning the impact of COVID-19 on remote healthcare as one example.
ServiceNow AI Maturity Index Findings on Healthcare (6:54)
Licata describes the AI Maturity Index, noting that healthcare customers have a lower average score compared to other industry. Beemiller mentions that healthcare systems hold 30 percent of the world’s data, and that figure is expected to increase. Potential use cases of AI in healthcare include forecasting health events and managing surges in demand.
Licata discusses the opportunities for AI to enhance patient care, including automation, decision-making, and personalized treatment plans.
Potential Use Cases and Benefits of AI in Healthcare (11:54)
Licata emphasizes the importance of transforming operations and leveraging AI for end-to-end workflows, while Beemiller introduces the potential for AI to forecast health events and provide proactive care. The US FDA has already approved the pathway for over 1,000 AI-enabled devices, and there’s significant potential for implantables to improve patient care.
Collaborative Care Flows and Personalization (14:00)
ServiceNow execs introduce the concept of collaborative care flows and how AI can help in providing personalized care. AI can make healthcare more efficient and personalized, but healthcare officials need upskilling to leverage AI effectively.
Current State of AI Agents in Healthcare (23:34)
ServiceNow has a range of agents configured for default workflows, with some experimental configurations for industry-specific needs. By way of example: An agent can help a patient with a medical device for their knee (following surgery) at home to walk them through how to use the device. AI agents can assist with tasks like making appointments, answering patient questions, and setting medication reminders.
Future of AI in Healthcare (26:02)
Licata discusses the potential for AI to facilitate personalized medicine and the role of quantum computing in future drug discovery. Beemiller shares his personal experience with AI-driven apps and predicts the natural integration of AI in healthcare.
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