For a growing share of members, the care journey now begins not with a nurse line or portal, but with AI. Conversational tools are stepping in before a clinician is involved, guiding symptom interpretation and next-step decisions.
While this shift promises speed and access, it also introduces clinical safety, utilization and cost risks that payers haven't fully accounted for.
In this session, leaders will examine how AI is reshaping early care decisions, where today’s tools can fall short in real‑world clinical scenarios, and what it means for health plans as AI increasingly influences when, where, and how care begins — including new questions around oversight, escalation, and accountability.
Key learnings:
- What’s driving the rapid shift to AI as members’ first care interaction
- The clinical, cost, and trust risks when AI guidance influences decisions early
- How health plans can think about oversight, escalation, and accountability as AI becomes part of how care begins
