10 Use Cases of Generative AI in Healthcare

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10 Use Cases of Generative AI in Healthcare
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Generative AI has witnessed a sudden surge in popularity over recent years. Given how quickly artificial intelligence (AI) has changed various industries, it should come as no surprise that the healthcare sector is paying more and more attention to this advanced technology. It would appear that Generative AI has enormous promise, and the healthcare industry is no exception. The state of healthcare is going to be quite difficult going forward. PwC estimates that by 2024, healthcare costs will have increased by an astounding 7%. This increasing tendency is caused by a number of issues, such as burnout among healthcare employees, which leads to a staffing shortage, disputes between insurers and healthcare providers, and the effect of inflation. 

The healthcare industry is continually investigating new technologies in order to maintain the delivery of effective employee support to healthcare staff without incurring excessive operational costs. This is exactly where Generative AI in the healthcare service desk becomes a game-changer. According to Accenture's research, artificial intelligence (AI) has enormous potential to improve the working hours of healthcare employees and possibly boost productivity by 40%. Moreover, recent research published in Forbes indicates that the US healthcare sector might save at least $200 billion annually by implementing advanced technologies like Generative AI in healthcare. This blog discusses the potential benefits and top use cases of Generative AI in the healthcare industry.  Before we deep dive into this, let's learn more about Generative AI.

What is Generative AI?

Generative AI is a form of artificial intelligence technology capable of generating diverse content types, such as text, images, audio, and synthetic data. The recent excitement surrounding generative AI has arisen from the ease of use of new interfaces for quickly producing high-quality text, visuals, and videos.

It's worth noting that this technology is not entirely new. Generative AI was first introduced in the 1960s through chatbots. However, it wasn't until 2014, with the emergence of generative adversarial networks (GANs), a type of machine learning algorithm, that generative AI gained the ability to create convincingly realistic images, videos, and audio recordings of actual individuals.

How Does Generative AI Work?

Generative AI begins with a prompt, which can be text, an image, a video, a design, musical notes, or any input the AI system can handle. Various AI algorithms then produce new content based on the input. This content may comprise essays, problem solutions, or realistic creations made from images or audio of a person.

However, pioneers in generative AI are now working on enhancing user experiences. They allow users to describe their requests in plain language. After receiving an initial response, users can also personalize the results by providing feedback on the style, tone, and other aspects they want the generated content to exhibit.

How is Generative AI Advancing in the Healthcare Sector?

Generative AI in the healthcare sector involves applying Generative AI methods and models to various aspects of the healthcare field.

Similar to various other sectors adopting technological advancements, the healthcare field stands at the threshold of significant progress, propelled by the emergence of Generative AI. As advanced machine learning algorithms undergo continuous development, they are revolutionizing various facets of the healthcare domain, surpassing the confines of conventional methods. From diagnosis and therapy to providing the right support to healthcare staff, Generative AI is set to redefine the entire industry.

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Amazing Statistic on Generative AI in the Healthcare

  • Approximately one-fifth of healthcare organizations have already incorporated some form of AI into their operations. As of 2021, 19% of surveyed healthcare organizations worldwide had adopted AI models for at least two years. Another 18% were evaluating whether to implement AI, while 26% had yet to consider it.
  • Clinical trials are the most prevalent application of AI in healthcare, accounting for 24.2% of AI use cases in the healthcare sector globally. 
  • In the National Health Service (NHS) of the UK, 34% of AI applications are diagnostic in nature. This includes AI-driven image analysis, pathology, and endoscopy. 
  • Approximately 10% of healthcare professionals in the United States use generative AI tools like ChatGPT or Med-PaLM 2. Among 500 surveyed professionals, one in ten reported using such tools, and half planned to try it. Of those who had used generative AI tools, 95% expressed a positive outlook regarding the quality of the medical advice generated.
  • Widening the adoption of AI in healthcare could potentially save between 5% and 10% in healthcare spending in the United States. Research suggests that greater integration of AI within healthcare could lead to significant cost reductions, which amounted to between $200 billion and $360 billion in 2019.
  • The global AI in healthcare market is projected to grow to approximately $187.95 billion by 2030. In 2021, the market was valued at $11 billion, with an estimated compound annual growth rate of 37% over the decade.

10 Use Cases of Generative AI in the Healthcare Service Desk 

  1. Round-the-clock Service: With GenAI chatbots and automation, healthcare employees can access support and assistance at the right time. They can now get constant support for urgent difficulties without waiting for human support agents to respond to their concerns.
  2. Personalized IT Support: Implementing a Generative AI service desk for the healthcare sector provides personalized support by customizing responses and solutions for each healthcare employee. Generative AI-enabled healthcare service desks are indispensable for providing immediate IT support, addressing hardware malfunctions, resetting passwords, and managing software updates. These systems are instrumental in ensuring the seamless functioning of healthcare facilities, minimizing disruptions, and safeguarding patient well-being. With their quick response and efficient problem-solving capabilities, GenAI service desks play a pivotal role in maintaining the reliability of critical medical equipment and IT infrastructure, allowing healthcare professionals to focus on patient care. This personalized approach improves employees' overall experience by helping them feel understood and valued.
  3. Quick Issue Resolution: AI chatbots' extensive knowledge base and problem-solving skills enable them to evaluate and handle frequent issues quickly. Faster problem-solving results in less downtime and interruptions to healthcare operations.
  4. Right Information at the Right Time: Generative AI enables medical professionals to make well-informed decisions grounded in comprehensive and meaningful data analyses. It transcends human limitations, including processing speed and pattern recognition errors. Consequently, it ensures that even subtle or rare patient details are not overlooked, augmenting treatment plans' precision and effectiveness.  Generative AI in the healthcare sector provides insights from the latest research and global healthcare trends by incorporating real-time updates and extensive medical databases. This equips healthcare professionals with a dynamic and continuously evolving knowledge base, optimizing patient care pathways.
  5. Manages a Higher Volume of Requests: Generative AI tools such as healthcare service desks, GenAI chatbots, and healthcare service management systems can be likened to superheroes; they can efficiently handle a large volume of patient inquiries and requests, resulting in shorter waiting times and improved access to care for all.
  6. Enhanced Productivity: Generative AI-enabled Healthcare service desks, like, automate repetitive tasks and resolve common issues, allowing healthcare employees to concentrate more on patient care and their core responsibilities. This leads to increased employee productivity and work efficiency.
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  1. Ensures Accurate and Reliable Communication: Within enterprises, Generative AI service desks are essential for ensuring error-free and consistent communication. Their automation of answers and information distribution significantly reduces the possibility of human error. This, in turn, ensures that all employees have access to the exact, correct, and most recent information. GenAI service desks provide a solid channel for general inquiries, procedure changes, and policy updates, promoting a more coordinated and adequate information flow throughout the workforce.
  2. Cost Savings: By automating repetitive tasks, reducing human errors, minimizing manual interventions, and optimizing resource allocation, Generative AI in healthcare service desks can contribute to lower operational costs. GenAI in healthcare can enhance productivity, streamline workflows, and optimize operations, resulting in cost savings for healthcare organizations. An analysis by Frost & Sullivan estimated that AI usage could potentially save up to $150 billion annually in the United States by 2026, primarily through task automation, improved resource allocation, and reduced medical errors.
  3. Decreased Workload: Healthcare employees can assign time-consuming and repetitive duties to the healthcare service desk. This results in decreased stress levels, enhanced well-being, time savings, and reduced mental and physical effort.
  4. Predictive Analytics and Decision Support: Implementing Generative AI in the healthcare sector can identify trends, patterns, and risk factors associated with various diseases and conditions by analyzing extensive healthcare data. This knowledge can improve preventive care plans, enhance resource allocation, and assist healthcare personnel in anticipating and preventing adverse outcomes.  GenAI can aid healthcare providers in making informed decisions by providing relevant information, evidence-based recommendations, and treatment options tailored to each patient's unique situation. This has the potential to enhance patient outcomes, reduce medical errors, and improve service quality and consistency. In a survey by the Healthcare Information and Management Systems Society (HIMSS), 85% of healthcare executives stated that AI applications in clinical decision support systems could potentially enhance patient outcomes.

Redefining Your Healthcare Operations with's GenAI Service Desk, a modern healthcare service desk powered by Generative AI and seamlessly integrated with MS Teams, is redefining the healthcare industry by providing personalized, real-time support to healthcare professionals and enhancing their overall experience. 

Leveraging advanced Generative AI, automation, and natural language processing,'s healthcare service desk can automate employee support and auto-resolve up to 65% of healthcare employees' issues. offers a GenAI-enabled chatbot that empowers healthcare professionals to access the support they need swiftly. Whether it's obtaining answers to their queries, initiating new incidents or service requests, checking the status of existing tickets, or simplifying repetitive tasks, our GenAI chatbot is there to assist.

One of the key benefits is the increased independence it affords to employees. No longer dependent on support agents or colleagues, healthcare professionals can rely on's GenAI chatbot as their dedicated virtual assistant. From the moment they log in until the issue is resolved, the chatbot remains engaged, providing timely support.

When an employee poses a question or raises an issue, the healthcare chatbot taps into its Generative AI-enabled knowledge management to swiftly craft a tailored response. Employees who are satisfied with the solution can seamlessly sign out and return to their tasks and process. However, if further assistance is required, the case can be escalated to a dedicated support agent or technician. 

Upon successful resolution of the issue, the healthcare help desk takes care of the administrative tasks, automatically closing the ticket and meticulously recording all essential information for future reference. 

By adopting this's GenAI and automation , both employers and patients benefit from easy access to personalized information, answers, and solutions, all achieved with minimal effort.


Indeed, Generative AI has the potential to revolutionize the healthcare industry. Integrating Generative AI into healthcare has shown a new era of support and efficiency for healthcare professionals. This advanced technology empowers healthcare employees by providing the proper support at the right time. It not only streamlines their daily tasks but also promotes greater independence and autonomy.

Healthcare employees may easily access answers, make service requests, and address their problems with the help of a modern GenAI-enabled service desk. Because of the chatbot's quick and personalized responses, staff may carry on working without interruption, which makes their everyday responsibilities easier to handle.

In addition, the automation features of the healthcare service desk streamline administrative duties, guaranteeing that problems are resolved quickly and effectively. As a result, healthcare employees may concentrate on their primary duties, provide better patient care, and improve their working environment.

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  1. What is Generative AI?
    Generative AI is a subset of artificial intelligence focused on creating new data or content rather than analyzing or predicting existing data. It employs algorithms like GANs and VAEs to generate new outputs that resemble accurate data.
  2. How can Generative AI in the healthcare service desk benefit healthcare professionals?
    Generative AI-enabled healthcare service desk automates repetitive and time-consuming tasks, offers personalized support and service, and resolves common issues. It improves efficiency, decreases workload, and promotes independence among healthcare staff, allowing them to focus on their core responsibilities.
  3. Can a Generative AI healthcare service desk be integrated with existing healthcare systems?'s healthcare service desk can seamlessly incorporate collaborative platforms like MS Teams, making it a valuable addition to your existing healthcare infrastructure.
  4. How does GenAI in the healthcare sector help healthcare professionals in resolving issues?
    When an employee answers a question or raises a problem, the chatbot uses its Generative AI-driven knowledge base to provide tailored answers. As long as the employee is satisfied with the solution, they can continue working seamlessly. If you need further assistance, dedicated support agents are available.
  5. Can Generative AI replace healthcare professionals?
    Generative AI is not meant to replace healthcare professionals. Instead, it supports and complements their expertise, providing valuable tools and insights to enhance patient care.
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