Health Systems Shape AI Chatbots: Deepening Patient Ties

Health systems are actively shaping the growing trend of AI chatbots to deepen patient relationships. Patients show a strong interest in using AI chatbots for medical questions. However, health systems are launching their own proprietary AI products to avoid patients turning to third-party tools. The health IT space saw a boom in 2026 with many health-specific generative AI products. Analysts predict these innovations will change how patients engage with health information and providers. Forrester analyst Shannon Germain Farraher notes that healthcare organizations must take ownership as this trend is not going away. The use of AI for medical information is growing. Two years ago, 17% of patients used AI; this surged to 29% in 2026. This increase is partly due to patients seeking to circumvent rising medical costs and fill engagement gaps. Health systems are adapting their IT to integrate these systems. Some build in-house, while others take cautious approaches due to patient safety concerns. The underlying goal for all is to maintain the patient's relationship with the health system. This matters because it shows how healthcare is evolving to meet patient demands for accessible information.