Resource Library

Most healthcare AI reports show what leaders plan to do. This one shows what is actually happening. 

Based on 15 months of anonymized production data, this benchmark replaces survey sentiment with real patient behavior inside live AI service journeys. 

What the Data Reveals 

• Workflow Concentration: 57% of AI usage sits in patient access, identity, and FAQs.
• Omnichannel Reality: Voice leads at 54%, with chat following at 46%.
• Demand is Not 9 to 5: 29% of interactions occur outside traditional business hours.
• Monday Peak: 20% of total weekly volume arrives at the start of the week.
• High Containment: 87% of interactions are resolved without escalation, using governed handoffs for exceptions. 

Strategic Impact 

Adoption starts at the patient front door (access, identity, and scheduling) before expanding into intake, billing, and care adjacent workflows. The key shift is governed resolution: AI resolves routine work and escalates exceptions with full context.