The data: Consumers prefer a blend of AI tools and human provider support for most health tasks, according to a recently published Boston Consulting Group (BCG) survey of 13,353 global consumers.

Unpacking the data: For many aspects of basic healthcare navigation, AI and human support aren’t an either/or choice.

• 46% of respondents would choose a mix of AI and human support for scheduling and other administrative tasks—more than those who favor human-only help (32%) or AI alone (12%).
• 45% would prefer a combination of AI and human support to summarize a doctor’s visit, while 37% would opt for human help alone.
• 44% would like a mix of AI and humans for general wellness guidance, compared with 39% who would prefer to rely on just humans.

However, as the stakes of a healthcare decision rise, consumers increasingly prefer humans over AI.

• 46% prefer only humans to explain medical test results, versus 41% who prefer a combination of humans and AI.
• 47% prefer only human guidance for medication safety information, compared with 40% who would consult both AI and humans.
• 53% would choose human-only support for managing their mental health—higher than the 34% who would choose humans and AI.

Why it matters: While AI is quickly becoming a go-to tool for navigating healthcare, trust in it has clear limits. That trust may reach a ceiling when people seek guidance on prescription drugs or interpreting medical test results. This aligns with a recent Zocdoc report, which found that for diagnoses, treatments, and new medical concerns, consumers are roughly 4x to 9x more likely to consult a doctor than turn to AI, depending on the issue.

Implications for healthcare AI companies and providers: AI platforms launching consumer health tools and "AI doctor" startups must be transparent about their technology’s limits. They need to define when a human clinician should step in and avoid marketing that suggests automated tools can replace a doctor’s judgment. Healthcare providers, meanwhile, are best positioned to balance AI-driven insights with clinical expertise and should expand their use of patient-facing tools that answer questions while flagging when a doctor’s input is needed.

This content is part of EMARKETER’s subscription Briefings, where we pair daily updates with data and analysis from forecasts and research reports. Our Briefings prepare you to start your day informed, to provide critical insights in an important meeting, and to understand the context of what’s happening in your industry. Not a subscriber? Click here to get a demo of our full platform and coverage.