Aetna’s chief digital and technology officer on how the insurer is using AI for patient engagement
Aetna’s chief digital and technology officer on how the insurer is using AI for patient engagement
Publish Date: 2026-05-19 09:57:00
Source Domain: www.healthcaredive.com
- Artificial intelligence (AI) is being utilized by Aetna to simplify the patient experience in the complex and administratively demanding healthcare system.
- Aetna has introduced new digital tools powered by AI, including a conversational AI assistant and “Care Paths” which guide patients with specific conditions through their benefits and next steps.
- The conversational AI allows patients to ask questions in natural language within Aetna’s app or web experience, potentially reducing the need for calls to call centers.
- To mitigate risks associated with AI, Aetna places high importance on transparency and monitoring, ensuring AI is explainable and free from biases or inaccuracies.
- An ongoing governance model is used for extensive surveillance of AI systems to ensure performance and to collect feedback from medical staff who are involved in AI solution development.
- Feedback from users indicates positive reception to digital tools with an 8.6% reduction in calls for certain conditions and a 38% increase in digital engagement through the use of AI-powered “Care Paths.”
- Customer satisfaction has improved due to the enhanced digital experience provided by AI.
