As agentic AI continues to evolve, its role in healthcare is becoming more pronounced. A recent survey by Salesforce reveals that patients are increasingly open to using AI for tasks like scheduling and billing, but only when these tools are embedded within their doctor’s secure portal.
The survey, which polled over 3,200 patients across eight countries, highlights a significant shift in patient attitudes towards AI in healthcare. This trend is driven by the need for institutional accountability and provider context which are central to the acceptance of AI tools in the medical field.
Trust in AI: The Role of Institutional Accountability
Patients are three times more likely to trust an AI agent when it’s part of a clinical system rather than a public chatbot. This preference underscores the importance of institutional accountability and provider context in the adoption of healthcare AI. The survey found that 61% of global patients are comfortable using agentic AI in healthcare contexts, and 64% would share their full medical history with AI for a faster diagnosis.
This trend mirrors the sentiments on the provider side, where a separate Salesforce study found that 71% of U.S. healthcare workers predict agentic AI will be essential to healthcare operations within five years. The data suggests that patients and providers alike are recognizing the potential of AI to streamline healthcare processes and improve access.
Addressing Patient Pain Points
Patients face numerous challenges when accessing care, which AI tools can help alleviate. For instance, 46% of patients delay care because the digital process is too confusing, and 58% skip necessary care because scheduling is too difficult. Nearly half (49%) hang up after 10 minutes on hold with a doctor’s office, seeking care elsewhere or avoiding it altogether. Two in three (66%) have run out of medication waiting for a prescription refill to be approved, and 90% wish their primary doctor were automatically notified after an ER visit.
These pain points highlight the need for more efficient and user-friendly healthcare solutions. AI tools can extend support beyond traditional business hours, reduce administrative friction, and improve access, according to Salesforce’s report. However, patients view governance and provider trust as non-negotiable prerequisites, and they don’t want AI acting alone.
Governance and Provider Trust
Nearly 9 in 10 patients (89%) say a clear “escalate to human” option is essential for trusting AI administrative support, and 90% expect the same for AI medical support. Additionally, 91% believe patients should have the right to opt out of AI-driven clinical recommendations entirely. Patients’ top concerns about AI in healthcare are accuracy, followed by data privacy. Thirty-six percent cite the accuracy of diagnosis or treatment as their primary worry, while 30% point to the privacy and security of their health data.
Privacy, security, and compliance are foundational priorities for healthcare organizations. Tyler Bauer, senior vice president of system ambulatory operations at UChicago Medicine, emphasizes that “trust and transparency are at the foundation of patient experience. We’re not going to compromise on that.” He notes that the trust patients have built with healthcare providers will continue even as new technologies like AI are integrated into the system.
The data shows that patients are increasingly comfortable with AI handling logistical and navigational tasks like billing and rescheduling, especially after hours. Nearly half of patients (49%) prefer AI agents over humans to avoid wait times, but only when human backup is visible and accessible. Sixty-seven percent say they would rather have 24/7 AI help than wait for someone to pick up the phone during office hours.
Sophia Saleem, M.D., Chief Health Officer at Salesforce, notes that “patients don’t want AI to replace their doctors. They want it to safely replace the waiting, and the friction. When technology is built on trust, healthcare can finally move as fast as we do.”
UChicago Medicine is already leveraging AI agents to answer webchat inquiries about directions to a clinic or facility and appointment confirmations. Bauer mentions that they are about to go live with canceling and rescheduling primary care appointments as well. Other plans include additional scheduling for patients, capturing and routing medical advice requests to the appropriate clinical team, and helping patients navigate through prescription refills.
The use of AI tools to reduce friction can boost patient loyalty, the Salesforce survey found. Forty-four percent of patients say a 24/7 agentic assistant would make them more likely to stay within a provider’s network for follow-up care, and 65% of patients with long-term conditions say a 24/7 digital helper would make managing their health significantly easier.
The survey findings highlight that patients are ready to embrace agentic AI, but only when it is built on transparent, governed foundations with clear escalation paths, audit trails, and provider-backed deployment. Bauer emphasizes that healthcare organizations have a responsibility to engage with these technologies thoughtfully and in alignment with evolving regulatory requirements.
