60% of Healthcare Firms Use Chatbots Before Further Automation
60% of Healthcare Firms Use Chatbots Before Further Automation
Publish Date: 2026-06-16 04:02:00
Source Domain: www.pymnts.com
Healthcare’s first big use of enterprise artificial intelligence is not a moonshot. It is a pressure valve.
PYMNTS Intelligence’s The Enterprise AI Benchmark Report from May showed that healthcare companies are putting AI to work first in places where staff strain, patient demand and operational complexity collide. The report, based on a March survey of 60 senior technology executives at enterprises in the United States with at least $1 billion in annual revenue, examined AI use across 75 tasks in financial services and insurance, healthcare and medical, and media and advertising. The broad finding was that every sector is moving toward AI, but healthcare’s path is distinct. It is less about sweeping automation and more about targeted relief.
That discovery may be among the most useful ways to read the data. Healthcare trails financial services in the number of tasks that have reached high adoption, with 10 healthcare tasks crossing that mark compared with 27 in financial services and insurance. Yet healthcare’s narrower deployment also suggests discipline. The sector is concentrating AI in areas where it can reduce friction now, then build toward broader transformation once data and system integration improve.
Three findings showed where healthcare AI is gaining practical ground:
- The share of healthcare and medical firms that use AI for customer service chatbots and virtual agents is 60%. That makes it the sector’s most adopted AI task. In practice, this points to organizations using AI to absorb routine interactions, route requests and reduce pressure on human support teams.
- For workforce planning and skills gap analysis, 55% of healthcare firms use AI. Healthcare’s labor challenge is not only about staffing levels. It is also about matching the right people to the right work. AI can help organizations spot gaps, plan coverage and understand where training is needed.
- The share of healthcare firms that use AI for logistics routing…
