Novant Health Launches AI-powered Virtual Health Assistant Aubrey
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The virtual assistant is designed to communicate with patients via text message, deliver personalised information and reminders, while providing guidance to patients throughout the different stages of the care journey.
North Carolina-based Novant Health has launched Aubrey, an AI-enabled virtual assistant aimed at enhancing patient engagement and supporting care teams across the health system.
The virtual assistant is designed to communicate with patients via text message, deliver personalised information and reminders, while providing guidance to the patients throughout the different stages of the care journey.
It features a human-in-the-loop system, intended to serve as an additional support channel, flagging early concerns so clinicians can follow up, while enabling patients with direct access to their care team through existing channels.
Built within a HIPAA-compliant environment, the platform is optional and available at no cost to patients.
As per Novant Health, the solution is designed to function as a trusted extension of the patient experience while supporting care coordination efforts.
In addition, the health system is piloting the tool in partnership with Qventus, a company that specialises in AI-powered care operations.
As part of an initial phased rollout, the assistant is being deployed for select surgical procedures in the Charlotte region.
Aubrey is expected to support patients in preparing for surgery by providing personalized outreach, clear pre-op instructions, and round‑the‑clock support aimed at enhancing the patient experience while helping care teams streamline coordination and communications.
Once a procedure is scheduled, patients may receive text messages from Aubrey with the ability to chat about important reminders and care information.
Commenting on the latest initiative, Sanjay Gupta, executive vice president and chief transformation officer of Novant Health, said, “Introducing Aubrey is about more than new technology – it’s about how we believe artificial intelligence should be used in healthcare to keep patients informed every step of the way.”
“Starting intentionally with surgical care allows us to focus on a high‑impact moment in the patient journey where preparation and clarity matter to ensure that patients are less stressed about what to do, when they already have other things on their mind. This creates a foundation that can expand to other services over time to help our patients get the appropriate guidance. As we continue to invest in responsible AI innovation, Aubrey will serve as a unifying platform for future use and is part of a long-term strategy to ensure innovation is guided by trust, clinical partnership, and real impact for the people we serve,” he added.
Reportedly, the deployment with Qventus marks the first of its kind in the Carolinas, with further plans to expand the platform over time to support additional services as part of its broader strategy.
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