Healthcare in 2030: How AI Agents Promote Integrated, Collaborative, and Proactive Care

ServiceNow Pulse Report

By John Licata, Innovation Officer

Contributors:

Spencer Beemiller, Director, Executive Innovation

Brian Solis, Head of Global Innovation

Alexis Walker, Thought Leadership Manager

Executive Summary

• Healthcare organizations face challenges due to siloed departments and outdated systems, which make it difficult to utilize growing amounts of data and provide efficient care.
• Healthcare is on the precipice of an AI and AI agent-driven revolution where true digital and operational transformation will reimagine operations, workflows, and patient care.
• Over the next five years, AI agents will greatly impact healthcare in three ways:
• Integration: Unifying legacy and modern systems for streamlined workflows and optimized results.
• Collaboration: Connecting systems to support improved health outcomes.
• Proactive Care: Learning and evolving to create innovative workflows and approaches for a proactive healthcare environment.
• The ServiceNow platform integrates data, agents, and workflows to help healthcare organizations leverage AI for transformed delivery and operations.

Introduction

With the rapid democratization of AI, the future of healthcare was already under redevelopment. Now in an era of AI agents, that future is getting reshaped. What might this new healthcare future powered by AI agents look like? Imagine analyzing the most complex, distributed data, across vast ecosystems to forecast possible health events or predict surges in demand, activating both mitigation efforts and staffing and supply chain workflows to prepare for what may come. Picture disparate patient records that can now be unified in one intelligent dashboard so doctors are provided with the insights they need in real-time during appointments or in clinical care plans. Imagine how much better the patient experience would be if every interaction with healthcare organizations was seamless, intelligent, and proactive. What if today’s tasks of scheduling, referrals, billing, diagnoses, treatments, and prescriptions were automated, connected, predictive, and managed by a team of intelligent AI assistants? Thanks to AI agents, a revolutionized healthcare future is just around the corner, and it promises to modernize and change the way healthcare will be experienced.

The adoption of Electronic Health Record systems has led to the accumulation of a wealth of data, but legacy systems and a lack of true digital and operational transformation mean most organizations are being crushed trying to manage this data rather than harnessing it to transform. AI agents represent one of the most significant advancements in healthcare. With the right vision and execution, AI agents can put AI to work for providers and enable connected end-to-end experiences, systems, and data for patients, caregivers, payers, and the supporting ecosystem.

Healthcare organizations that successfully deploy AI agents alongside humans will be able to improve existing processes and operations so everyone can reallocate time and resources to improve healthcare. AI agents will enable an industry-changing shift in services from reactive to proactive, ultimately enhancing end-to-end experiences, capabilities, and outcomes for providers and the entire health ecosystem.