Balancing act: AI automation vs human interactions in patient engagement

Thursday, December 14th, 2023 | 12:00 PM - 1:00 PM CT

As healthcare organizations focus on delivering a better patient experience, many are turning to technology that automates communication and self-service. But the complexity of delivering effective, delightful patient interactions compounds when a diverse patient population meets a wide range of health conditions and care needs. 

Even as artificial intelligence becomes more sophisticated, leveraging the technology to improve patient experience requires mindful planning based on in-depth understanding of patients' needs and values. Organizations must strike a balance between mechanical and human involvement.

Join us for a panel discussion with healthcare and technology experts to hear insights, best practices, and real-life considerations for engaging patients at the right time, on the right channel, in the right way.

This session will address:
  • Using data to understand your audience and tailoring your communication channels and strategies.
  • Avoiding common pitfalls when automating patient engagement.
  • Balancing automation and human interaction to provide personalized, empathetic and effective care.




Tony Oliva - Jake Rodriguez

Tony Oliva, MD, D.O. MMM CPE FACPE

Vice President and Chief Medical Officer, Nuance, a Microsoft Company

Antoinette Thomas - Jake Rodriguez

Antoinette Thomas

Chief Experience Officer, Industry Advisor Microsoft 

Jane Sarasohn-Kahn - Jake Rodriguez

Jane Sarasohn-Kahn, MA, MHSA

Founder of THINK-Health and the Health Populi blog



Annalhees Elm-min - Jake Rodriguez

Annalhees Elm

Regional Vice President, Patient Engagement Solutions – Nuance, a Microsoft Company