In 2025, AI features are moving beyond experimentation. According to the Bessemer Healthcare AI Adoption Index, 75% of health systems are actively implementing or expanding AI solutions. However, despite increasing investments in and internal adoption of AI-powered services, patients continue to find health systems overwhelming, inefficient, and hard to navigate. Much of the AI focus remains on operational improvements rather than on enhancing patient experiences.
Legacy information systems, siloed patient data, and fragmented workflows contribute to these challenges — but equally problematic is the introduction of new technology solutions without the necessary infrastructure to support them. While AI solutions and automation can resolve targeted problems, they often fail to deliver seamless, personalized experiences in meaningful and lasting ways. Without shared identity resolution, integrated data, and cross-channel orchestration, even the most advanced AI tools will struggle to provide coordinated care — eroding both patient trust and satisfaction.
As health systems expand their AI portfolios, they risk accumulating technical debt unless these tools operate within a unified, scalable framework. To fully harness AI’s potential, health systems must move beyond disconnected innovations and establish a connected foundation that enables personalization at scale.
At Praia Health, we don’t just support third party AI tools — we have built native AI capabilities into our platform. Our consumer experience orchestration platform serves as the foundation for both AI native tools and non-AI capabilities, ensuring they work together cohesively for the patient (rather than as isolated point solutions). Instead of adding another disconnected tool, the Praia platform enhances existing capabilities and streamlines future deployments — enabling a more unified and scalable approach to personalization.
A platform-based approach unifies a health system's digital ecosystem by integrating three critical layers: Identity, Experience, and Intelligence.
When these layers work together, AI is no longer just a feature — it becomes part of an intelligent orchestration system that continuously adapts to the consumer, refining engagement and improving the efficiency of care delivery. This dynamic approach ensures that every interaction is informed, coordinated, and optimized for both patient experience and operational success.
A key component of an AI-ready platform is a robust and flexible open standard identity layer. Praia Health's federated signed-in status enables:
Many digital experiences in healthcare are still reactive — relying on patients to initiate transactions. By shifting from passive engagement to intelligent orchestration powered by AI, healthcare systems can create a more seamless, proactive, and patient-centered experience. A true experience layer enables:
Health systems have no shortage of data. The challenge is converting raw data into actionable insights that drive smarter decisions and optimized workflows. An Intelligence layer enables:
By transforming data from a static asset into an intelligent driver of engagement, analytics fuel continuous adaptation and ensure interactions are relevant and impactful.
AI will continue to reshape healthcare, but its true potential lies beyond isolated tools. Health systems must move beyond fragmented solutions and invest in a consumer experience orchestration platform that seamlessly integrates AI across their ecosystem — building a connected intelligence that drives lasting impact.
This isn’t just about better digital engagement; it’s about transforming the foundation of healthcare itself. A unified framework ensures new innovations deliver immediate value. With the right platform, AI becomes more than a feature; it powers a smarter, adaptive healthcare system that evolves with the needs of both patients and providers alike.
