As artificial intelligence becomes more common in healthcare, a key question is emerging: Can AI improve communication to become more patient-centered?

Associate professor Jungmi Jun, alongside Nanlan Zhang (2021 Ph.D, mass communications), is helping answer that question. Their latest research has been accepted for presentation at the 76th Annual International Communication Association Conference in Cape Town, South Africa.

The study reviews 61 research articles published between 2020 and 2025 to better understand how conversational AI, tools like chatbots and virtual health assistants, is being used in patient care. Rather than replacing doctors or nurses, the research finds that AI most often serves as a supportive communication partner.

In many cases, these tools act as patient educators or health coaches, helping people better understand medical information, manage chronic conditions and feel more supported in their care journey. The strongest evidence shows AI improving short-term communication outcomes — such as patient engagement, satisfaction, usability and the overall quality of interaction.

While AI tools appear promising, more long-term research is needed to determine whether they meet patients’ emotional needs and directly improve health behaviors and outcomes.