August 14, 2025
5 min read
Qualtrics, LLC
Qualtrics and Stanford Health Care Collaborate to Transform Healthcare Experience with AI Agents
Specialized AI agents deliver patient experiences that strengthen trust, reduce care team burdens, and enhance patient outcomes. PROVO, Utah and SEATTLE, Aug. 14, 2025 /PRNewswire/ – Qualtrics, the leader and creator of the experience management (XM) category, today announced an expanded collaboration with Stanford Health Care to create AI agents that translate predictive insights into timely, targeted actions, reducing the administrative and coordination burdens placed on healthcare providers. Built on the Qualtrics® XM Platform® and developed in close collaboration with Stanford Health Care, these agents will enable clinicians to focus on the core of healthcare: the provider-patient relationship. The agents will deliver the right action, at the right moment, through the right channel to improve access, coordination, and engagement. By embedding these actions into operational workflows, the solution makes experience a measurable determinant of outcomes across access, navigation and coordination, and engagement."Today's leading companies make every connection count with their customers and employees, and AI agents are a leap forward in what's possible with experience management," said Zig Serafin, CEO at Qualtrics. "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."
Preserving the Core of Care
"Trust is built when patients feel truly seen, heard, and cared for," said David Entwistle, President and CEO of Stanford Health Care. "By developing AI that supports our teams and aligns with the way 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."When care teams can focus their time and energy on connecting with patients and working seamlessly as a team, the result is a stronger connection for patients, and a measurable improvement in the day-to-day experience of the care team itself.
Specialized AI Agents to Eliminate Friction while Delivering Precise Patient Experiences
The AI agents developed by Qualtrics and Stanford Health Care aim to address some of healthcare's most complex, high-impact challenges, including translating unified patient and operational data into timely, targeted actions that improve access, coordination, and engagement. Operating under human supervision, the agents interact with patients and care teams in ways that are precise, proactive, and context-aware, including:- Ensuring patients make it to critical appointments: Predicting when a patient is at high risk of missing a visit and automatically arranging transportation, offering telehealth alternatives, or automating follow-up appointments for easier scheduling.
- Delivering culturally and linguistically attuned support: Identifying language barriers and connecting patients with interpreters, bilingual staff, or tailored educational materials in their preferred language.
- Resolving care coordination breakdowns to maintain a patient's plan of care: Detecting prescription fulfillment delays post-discharge, triggering prior authorization workflows, and notifying pharmacy and clinical teams to expedite medication delivery.
- Eliminating conflicting care instructions: Scanning communications across departments to ensure patients receive consistent, accurate guidance, reducing anxiety and avoiding costly delays.
- Addressing social drivers of health that impact outcomes: Linking patients to housing, food, or transportation resources and supporting the adjustment of care plans to account for these needs, preventing avoidable complications and readmissions. By embedding these interventions directly into operational workflows, the AI agents will shorten the time between identifying a potential problem and resolving it. This will empower care teams to act before small issues become setbacks, preserve the provider-patient relationship at the core of care, and remove friction from the patient experience. The AI agents are built upon Qualtrics' large repository of industry-specific experience data that knows the best response in the moment, alongside operational and clinical data, call center transcripts and chats, social media, and structured survey data from healthcare providers. Joining this data with Qualtrics' expert ability to understand human experiences ensures the AI agents interact directly with patients and care teams in proactive and empathetic ways proven to build trust and boost engagement.
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"The future of the patient experience is precision - knowing not just what a patient needs, but when and how to act on it," said Alpa Vyas, SVP and Chief Patient Experience and Operational Performance Officer at Stanford Health Care. "With this solution, we can proactively resolve the issues that cause friction for patients and teams alike, and do it in ways that are measurable, scalable, and respectful of the human relationships at the heart of care."The future-state capabilities are modular, integrated with electronic medical records, and built to scale to other health systems, having been proven successful in the complex setting of an academic medical center. This advances a new model of care where experience, equity, and efficiency are inseparable from outcomes, and where the path from data to insight to action is seamless and measurable. This collaboration extends Qualtrics' and Stanford Health Care's proven record of co-developing solutions for the wider healthcare industry, and represents an important phase in Stanford Health Care's own patient experience program. Since 2021, Stanford Health Care has used Qualtrics to improve experiences for patients and providers, most recently using AI capabilities to collect, integrate and analyze patient and care team feedback from multiple channels, and predict their individual needs and behaviors.
About Qualtrics XM for Healthcare
Qualtrics powers experiences for healthcare providers, healthcare payors, and life sciences organizations with best-in-class technology to drive exceptional performance. Our AI-powered platform enables organizations to listen differently, understand deeply, and proactively respond to feedback in real-time across all touchpoints. By turning insights into solutions, we help healthcare organizations create meaningful connections with patients, customers, members, and employees. Qualtrics is a CMS-approved vendor for all required CAHPS programs, and a HITRUST-certified and FEDRAMP-compliant experience management platform, so organizations can confidently collect and analyze data knowing sensitive information is secure. To learn more, please visit qualtrics.com/healthcare.About Qualtrics
Qualtrics is trusted by thousands of the world's best organizations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Our advanced AI and specialized Experience Agents™ allow businesses and governments to proactively interact with customers and employees in personalized ways across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and stay across the latest market trends and opportunities.Media contact: Lauren Braun, Qualtrics press@qualtrics.com
Source: Qualtrics and Stanford Health Care Collaborate to Transform Healthcare Experience with AI Agents on August 14, 2025
Frequently Asked Questions (FAQ)
How do AI agents improve patient experience in healthcare?
AI agents can personalize interactions, provide timely information, assist with appointment scheduling, and offer support in multiple languages, leading to a more efficient and empathetic patient journey. They also help in addressing social determinants of health by connecting patients with necessary resources.What specific challenges do these new AI agents address?
The AI agents developed by Qualtrics and Stanford Health Care aim to tackle issues such as patients missing critical appointments, language barriers, care coordination breakdowns, conflicting care instructions, and addressing social drivers of health.How do these AI agents ensure precision and timeliness in patient care?
By analyzing unified patient and operational data, these agents can identify potential issues and trigger targeted actions at the right moment through the most appropriate channel, ensuring proactive and precise interventions.What is the role of human supervision in the operation of these AI agents?
The AI agents operate under human supervision, ensuring that their interactions are precise, proactive, and context-aware, while still allowing for human oversight and intervention when necessary.How are these AI agents trained and what data do they utilize?
The agents are built on Qualtrics' extensive experience data, combined with operational, clinical data, call center transcripts, chats, social media, and survey data. This allows them to understand human experiences and interact proactively and empathetically.Can this solution be scaled to other healthcare systems?
Yes, the AI agents are designed to be modular, integrated with electronic medical records, and scalable to other health systems, having been proven in an academic medical center setting.Crypto Market AI's Take
The collaboration between Qualtrics and Stanford Health Care highlights a significant advancement in leveraging AI for enhanced patient experience in the healthcare sector. This focus on specialized AI agents that integrate with operational workflows mirrors the advancements we see in other industries, including finance and technology. At Crypto Market AI, we understand the power of AI agents in streamlining complex processes and delivering personalized outcomes. Our platform utilizes AI agents for sophisticated market analysis, automated trading strategies, and providing users with cutting-edge insights. Just as Qualtrics' agents are designed to be context-aware and proactive in healthcare, our AI agents are built to navigate the dynamic cryptocurrency markets, offering intelligent trading solutions and actionable market intelligence. The ability to translate data into timely, targeted actions is a core principle we share, ensuring efficiency and improved outcomes for our users, whether in healthcare or in the digital asset space.More to Read:
Source: Qualtrics and Stanford Health Care Collaborate to Transform Healthcare Experience with AI Agents on August 14, 2025