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Communications of the Association for Information Systems

Author ORCID Identifier

Digvijay Singh Bizalwan: 0009-0003-5762-9643

Rahul Kumar: 0000-0001-6183-5982

Shaily Malik: 0000-0001-8407-1161

Ajay Kumar: 0000-0002-8187-4169

Abstract

Artificial intelligence (AI) can transform the healthcare service ecosystem if AI-assisted capabilities are cultivated through a multi-stakeholder perspective, considering people’s needs. However, literature remains silent on the necessary and integral capabilities required for responsible AI implementation in healthcare. We unveil foundational AI-assisted capabilities anchored on people’s needs and gauge their impact on healthcare effectiveness. We used a two-phase design. In phase one, we synthesized relevant literature on healthcare effectiveness to identify people-centered dimensions. We further utilized natural language processing to mine and identify capabilities underlying 11,075 comments on social media regarding health AI. In the second phase, we employed econometric validation to establish the effects of AI-assisted capabilities on healthcare effectiveness. Our exploration recognized AI agents (AIA), virtual nursing assistants (VNA), conversational AI (CAI), ethical AI (EAI), and clinical decision support (CDS) as the key AI-assisted capabilities from people’s perspective. We observe EAI as the quintessential capability for improving healthcare effectiveness and responsible AI implementations. Furthermore, the findings demonstrate that CDS and CAI foster affordable healthcare, while AIA and VNA remain instrumental for service efficiency. This study offers an outcome-specific roadmap for healthcare service providers to unlock novel AI-assisted capabilities and their corresponding potential.

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