Guide

PolyAI healthcare research report

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What do patients really think of voice AI?

We asked 1,000 patients across the U.S. what they really think about intelligent voice AI for patient intake. Their responses reveal where AI can help, where humans still matter, and what patients expect from every interaction.

Patient intake is made up of moments that can make or break the experience. Sometimes it's transactional. Patients want to book an appointment and move on. Other times it's deeply personal. Patients are describing symptoms, feeling uncertain, or asking for help with something hard to say out loud. In those moments, discretion and empathy matter.

AI agents are already showing they can support patients through both simple and complex conversations, helping guide them to the right outcome.

What you’ll find in our research report

Where patients welcome AI and where they don't: See which intake moments patients are comfortable handing to AI, where empathy matters most, and why clear handoffs to humans are still essential.
What "good" sounds like in healthcare conversations: Learn how tone, pacing, and small conversational choices shape trust, and how emotionally aware AI changes intake from transactional to supportive.
How voice AI fits into real patient lives: Understand how patients feel about personalization, data use, and accuracy, and what it takes for AI to feel like help, not a hurdle.