Beth Schultz, VP of Research and Principal Analyst at Metrigy, explores how healthcare organizations can use virtual agents to strike a balance between automation and a personal touch.
The healthcare industry has traditionally been characterized by a cautious approach to new technology, largely driven by critical concerns around patient privacy, strict regulatory compliance, and the complexity of integrating new systems. Yet, the industry is simultaneously under immense pressure to deliver patient experiences that are seamless and personalized—on par with the best customer service available anywhere.
For healthcare CX leaders today, the prescription for success centers on artificial intelligence (AI), as revealed in Metrigy’s AI for Business Success: 2025-26 research study. Participating healthcare organizations are moving ahead with AI at a fast clip, ranking among the top five industries using AI extensively across their business. AI, specifically virtual agents, is proving to be a critical enabler, creating harmony between the need for scalable automation and the necessity of human empathy in care.
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