National Research (NRC) Status Update summary

AI's role in healthcare experience management

• AI is being leveraged to reduce administrative burdens, enabling care teams to focus more on patient relationships and empathy.

• Modern AI tools are designed to listen to patient and workforce feedback across diverse channels, addressing gaps in traditional survey methods.

• AI solutions like Huey are positioned as supplements to staff, enhancing rather than replacing human roles.

• Co-design with healthcare partners ensures AI tools are tailored to real-world needs and values.

Unmet needs and market challenges

• Key unmet needs include access to care, price transparency, billing clarity, care coordination, and workforce burnout.

• Data overload and disconnected data sources hinder actionable insights for healthcare leaders.

• Personalization and effective listening remain significant gaps in patient experience.

Huey AI engine: Differentiation and capabilities

• Huey is purpose-built for healthcare experience management, integrating structured and unstructured data for actionable insights.

• The engine synthesizes large data sets, simplifies repetitive tasks, detects anomalies, and supports decision-making.

• Huey is co-designed with partners, ensuring alignment with real-world workflows and needs.

• Initial use cases include summarizing patient feedback, enhancing service recovery, expanding listening channels, and providing clinician insights.