Stanford Health, Qualtrics Collaborate to Launch AI Agents for Patient Experience

The initiative will leverage unified health records and social data to streamline care coordination, improve access, and support staff and patients.

Stanford Health collaborates with Qualtrics to develop artificial intelligence (AI) agents to enhance patient experience and care team efficiency.

The initiative will leverage unified health records and social data to streamline care coordination, improve access, and support staff and patients.

The AI agents, designed to interact directly with patients and care teams, will proactively address challenges such as missed appointments and language barriers. They will automatically arrange transportation, route patients to interpreters or bilingual staff, and embed interventions directly into Stanford’s operational workflows under human supervision. Qualtrics noted that these agents could reduce the time between identifying and resolving a patient’s issue.

“Trust is built when patients feel truly seen, heard and cared for,” said David Entwistle, president, and CEO of Stanford Healthcare. “By developing AI that supports our teams and aligns with how we deliver care, we can protect the time and attention that positively fuels the provider-patient relationship, while meeting people's needs in the moment, every time.”

Patients often face difficulties in keeping appointments and maintaining care plans, influenced by social determinants of health. Through this extended collaboration, Stanford and Qualtrics plan to build agents on the Qualtrics XM Platform to assist providers and reduce clinicians’ administrative burdens. The agents are expected to identify high-risk patients and provide culturally sensitive support while managing care coordination issues without clinicians manually performing these tasks.

Additionally, the AI agents will alert care teams to medication delivery support needs and help ensure consistency in patient communications. They will also address social determinants of health by connecting patients to housing, food, and transportation resources. By handling administrative tasks, the agents could free clinicians to focus on strengthening provider-patient relationships.

“This collaboration – which combines Qualtrics' deep human understanding with Stanford's clinical and operational leadership – is a pivotal moment for the healthcare industry that will elevate how providers manage and deliver their patient and caregiver experience at unprecedented scale,” said Zig Serafin, CEO of Qualtrics.

Stay tuned for more such updates on Digital Health News