AI agents are transforming hospital operations, including wait times

Autonomous AI agents are emerging as healthcare’s newest workforce, capable of completing tasks from start to finish without human intervention. While last year’s generative AI tools could assist humans by transcribing conversations or drafting messages, these new agentic systems can independently initiate, reason through, and complete complex workflows. Their growing prominence at industry events like the HIMSS conference signals a potential transformation in how healthcare organizations operate.

The big picture: AI agents have moved beyond theoretical concepts to practical deployment across hospital departments, handling everything from revenue cycle management to clinical decision support.

Key applications: Healthcare companies are rapidly developing specialized autonomous agents for various administrative and clinical functions.

• Cedar launched an AI voice agent specifically designed to handle patient billing calls, addressing a traditionally labor-intensive process.
• Zocdoc created an autonomous scheduling agent that can manage appointment booking without human intervention.
• Google Cloud developed the Pathway Assistant to synthesize clinical information, potentially reducing documentation burden.

Potential benefits: Healthcare organizations see multiple advantages in deploying autonomous AI systems.

• These agents offer true 24/7 conversational capabilities, eliminating wait times for patients needing assistance.
• They can process information faster than human staff while reducing administrative workload on healthcare workers.
• Operational efficiency may improve as AI agents predict and manage potential issues before they escalate.

Challenges ahead: Implementing autonomous AI in healthcare presents significant hurdles beyond technical capability.

• Preventing AI hallucinations remains critical, especially in contexts where incorrect information could impact patient care.
• Data privacy concerns are heightened when AI systems operate independently with sensitive medical information.
• Defining appropriate use cases and maintaining human oversight will be essential as the technology evolves.

Why this matters: While AI agents may transform certain healthcare workflows, they’re unlikely to replace human medical professionals entirely, particularly for complex or rare medical cases where human judgment remains invaluable.