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market

Beyond AI Chatbot Hype: An Evidence-Based Framework for Healthcare Customer Engagement

Healthcare conversational AI is projected to grow from $8.2B to $36B by 2032. The most rigorous meta-analysis (N>55,000) finds null effect. A contingency framework for what works. This piece introduces a contingency framework that predicts when conversational AI works, when it doesn't, and why dialogue structure, not the underlying language model, is the decisive factor for high-complexity tasks like insurance enrollment.

#Patient Engagement Framework#Structured Ai Healthcare#Healthcare AI Chatbot Evidence+1

analysis · 10 min · May 17, 2026

market

The $36 Billion Question: What the Conversational AI in Healthcare Hype Misses

A 4.4× expansion of the global healthcare conversational AI market in nine years (Gartner, 2024). The slope is steep, the trajectory inevitable, the implicit message clear: be in this market, or be left behind. The pattern across the most rigorous syntheses available is consistent: aggregate effectiveness of conversational AI in healthcare is closer to *null* than to the order-of-magnitude productivity gains implied by the market projections.

analysis · 7 min · May 16, 2026

research

The Preference–Performance Paradox: Why Your Chatbot's NPS Is Lying to You

70% prefer the chatbot. Chatbots take 73% longer to produce the same output. Same task, same participants, opposite metrics. If NPS is your healthcare interface KPI, you are systematically optimizing for the wrong thing.

analysis · 5 min · May 16, 2026

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