Kaiser Permanente, based in Oakland, Calif. , has implemented an AI-driven chatbot program to assist patients in navigating their care choices, reported Seattle Magazine on July 31. The goal is not to replace human contact in care, but rather to accommodate patients' needs in a more convenient manner. The program, initially tested in 2022 and later made available to all Kaiser members in March, enables patients to text the chatbot about their medical concerns. The chatbot then asks follow-up questions that closely resemble those asked during a physician visit, explained Dr. Chris Cable, Senior Medical Director of Digital Health and Access Management for Kaiser Permanente Washington.

Based on the patient's responses, the tool offers suggestions on potential conditions and recommended care options. Dr. Cable highlighted that the tool does not replace patient-physician interaction, emphasizing that its purpose is to guide patients in reaching out to Kaiser Permanente to address their needs in the most convenient way possible. Dr. Cable also observed that AI has the potential to alleviate administrative tasks that often consume a significant portion of a physician's day, thereby creating more opportunities for meaningful human interaction.