Artificial intelligence (AI) is no longer just a buzzword in healthcare — it’s becoming a real partner in how providers care for patients and improve everyday experiences. With rising patient expectations, limited resources, and mounting administrative complexity, hospitals and insurers alike are turning to AI to improve efficiency, communication, and satisfaction. In fact, Citi research estimates that roughly a quarter of all American healthcare spending goes toward administrative tasks — and intelligent automation could reduce that burden by nearly 30%, underscoring the enormous potential for AI to make care delivery smarter and more sustainable.

But as adoption accelerates, one key question looms: Can AI truly make healthcare more human — or does automation risk depersonalizing care?

In this episode of I Don’t Care with Dr. Kevin Stevenson, guest Brett Kiley, Vice President of Healthcare Solutions at Ciklum, explores how artificial intelligence can elevate — rather than replace — the patient experience. Together, they discuss practical, high-impact applications of AI that improve outcomes for both patients and providers, while emphasizing that technology alone can’t fix broken processes or disengaged teams.

Key points of discussion…

• Fix the process first. AI only accelerates what’s already working — it can’t fix a bad workflow. Kiley stresses that organizations must repair operational inefficiencies before layering in intelligent automation.

• Predictive, proactive patient care. By modeling data from multiple sources, Ciklum helps healthcare organizations identify at-risk patients before issues arise, reducing readmissions and improving satisfaction.

• AI for empathy and efficiency. From ambient AI that automates clinical documentation to analytics that highlight emotional drivers of patient frustration, AI can empower providers to focus on care — not clicks.

Brett Kiley is the Vice President of Healthcare Solutions at Ciklum, where he helps healthcare organizations design and scale AI-driven customer experience and operational strategies that deliver measurable ROI. With over 20 years at CVS Health, he led digital transformation and patient experience initiatives that lifted Net Promoter Scores from 24 to 76, drove $100M+ in EBIT impact, and reduced call volumes by nearly half. Known for his hands-on healthcare expertise and data-driven approach, Kiley now advises hospitals, insurers, and startups on turning complex systems into efficient, patient-centered experiences powered by AI.