{"id":31103,"date":"2026-04-09T19:50:25","date_gmt":"2026-04-09T19:50:25","guid":{"rendered":"https:\/\/progyny.com\/?p=31103"},"modified":"2026-04-09T19:50:26","modified_gmt":"2026-04-09T19:50:26","slug":"ai-can-make-healthcare-more-human-if-we-design-it-that-way","status":"publish","type":"post","link":"https:\/\/progyny.com\/blog\/fertility-in-the-workplace\/ai-can-make-healthcare-more-human-if-we-design-it-that-way\/","title":{"rendered":"AI Can Make Healthcare More Human\u2014If We Design It That Way"},"content":{"rendered":"\n

By Geoffrey Clapp, Chief Product Officer<\/em><\/p>\n\n\n\n

I\u2019ve worked in digital health long enough to have witnessed how positively transformative technology can be \u2014 when it\u2019s done right. I\u2019ve also seen just as many times how sideways things can go when innovation is rushed, untethered from purpose, and disconnected from the people it should serve.<\/p>\n\n\n\n

Nowhere is this tension more visible than in today\u2019s race to bring AI solutions to market. No company sets out to build AI that makes healthcare less human. No executive stands up in a boardroom and says, \u201cLet\u2019s dilute empathy. Let\u2019s make this journey feel more transactional.\u201d And yet, that\u2019s what I see happening far too often. Chat-only front doors replacing relationship-based care. IVRs optimized for speed and deflection rather than continuity. Patients reaching out in vulnerable moments, only to start over with someone new every time.<\/p>\n\n\n\n

But the issue isn\u2019t the AI itself. It\u2019s the absence of a North Star.<\/p>\n\n\n\n

When technology is deployed without a guiding purpose, efficiency quietly overtakes empathy. What\u2019s pitched as a pursuit of convenience and efficiency ends up eroding quality of care and member trust.<\/p>\n\n\n\n

Progyny\u2019s North Star: Member First, Always<\/h2>\n\n\n\n

For the past decade, every technology decision at Progyny has been run through the same lens: does this enable a more human experience and a better outcome?<\/p>\n\n\n\n

We’ve been unwavering in our belief that all healthcare experiences require empathy and deep-seated trust. That trust has two dimensions: the human connection members feel with their care team, and the confidence that their most sensitive data is always protected. We view security, privacy, and thoughtful compliance as core to our member-first commitment \u2014 not just legal obligations. And nowhere is that more important than in women’s health and family building, where member experiences are deeply personal journeys requiring a trusted, relationship-based approach to care.<\/p>\n\n\n\n

Mark Weiser, longtime head of Xerox PARC, captured something essential about technology that I\u2019ve returned to often throughout my career. He said, “The most profound technologies are those that disappear, weaving themselves into the fabric of everyday life until they are indistinguishable from it.”<\/em> Technology, he insisted, \u201cshould create calm, not demand our focus.\u201d<\/em><\/p>\n\n\n\n

Today, AI that disappears \u2014 that doesn\u2019t demand our focus \u2014 is almost hard to imagine. But that’s precisely what we’re building toward at Progyny: a platform where AI is woven into the fabric of care, bringing more empathy, clarity, and calm to every member interaction.<\/p>\n\n\n\n

Too often in our industry, AI efforts fall for the allure of scale and speed, prioritizing what\u2019s easy to measure over what actually matters. Automation rates become a core KPI. The result, ironically, is a model that moves us backward not forward: fragmented, low-touch, impersonal experiences that may appear to be modern but feel disappointingly familiar.<\/p>\n\n\n\n

That\u2019s not the experience women deserve. Or the kind of healthcare experience any of us want.<\/p>\n\n\n\n

AI in Service to Relationship-Based Care<\/h2>\n\n\n\n

If we want healthcare to feel more human, can AI really help? Can we design it to bring people closer rather than push us apart? At Progyny, we believe we can \u2013 and must.<\/p>\n\n\n\n

The beating heart of our care model is the Progyny Care Advocate, or PCA \u2014 a dedicated care partner who guides members through every step of their journey. Our investments in AI are squarely focused on enabling them to deliver the most human, most impactful care experience possible.<\/p>\n\n\n\n

We\u2019re currently pursuing that goal across three categories:<\/p>\n\n\n\n

    \n
  1. Alleviating administrative burden. <\/strong>Healthcare is mired in administrative work \u2014 authorizations, lab orders, leave policies. When AI supports those processes, the member experience improves and costs come down. We recently showed a large client that their utilization with Progyny increased while costs went down \u2014 not through revenue cycle machinations, but through a system that simply helps more people access the right care at the right time.<\/li>\n\n\n\n
  2. Making every conversation smarter.<\/strong> Our challenge in today’s data-rich environment isn’t access to information \u2014 it’s making it useful in the moment. AI can surface what’s relevant so our PCAs have a complete, timely picture of a member’s journey before a call even starts. The result: PCAs enter every conversation fully informed and prepared to help. We\u2019ve talked forever in healthcare about enabling providers to work \u201cat the top of their license.\u201d This may be the moment when we move past talk and finally make it happen.<\/li>\n\n\n\n
  3. Reaching new levels of quality and accountability.<\/strong> Most so-called quality assurance is little more than a sampling exercise \u2014 a handful of calls reviewed weeks after the fact. AI enables clinical and service quality reviews across every interaction, in near real-time. That’s a radically different kind of feedback model for driving continuous improvement.<\/li>\n<\/ol>\n\n\n\n

    When you remove administrative noise, surface the right information, and create time and space for care partners to be fully present, something remarkable happens: real conversations, real moments of connection, real relationships built on trust.<\/p>\n\n\n\n

    Consider this story of a Progyny member who entered care with a history of pregnancy-related trauma. When her baby arrived early at 34 and a half weeks due to an infection and spent 2 weeks in the NICU, her PCA was there to guide and assure her. During a postpartum check-in, when her PCA took the time the moment called for \u2014 asking questions, empathizing, and offering thoughts, the member broke down \u2014 realizing for the first time that she\u2019d been in denial about experiencing postpartum depression. Her PCA was again there for her, connecting her to resources and support. The member later wrote to the PCA to say she\u2019s not sure how she would have made it through those dark days without her support.<\/p>\n\n\n\n

    That breakthrough moment would never have happened with a chatbot. And it didn’t happen because of <\/em>AI. But it was made possible by everything AI was quietly doing in the background: clearing distractions, providing context, and \u201ccreating calm\u201d and space for human connection.<\/p>\n\n\n\n

    Humanity: The True Competitive Edge<\/h2>\n\n\n\n

    This is an exciting moment for women\u2019s health and family building. We\u2019re finally seeing the kind of investment, innovation, and healthy competition this critical space deserves. Across the industry, companies are moving fast to stake out their AI story with new copilots, chat interfaces, and automation layers.<\/p>\n\n\n\n

    This is great news \u2014 we\u2019ll all be lifted by this rising tide of competition and investment. But without a North Star, I fear much of that innovation will yield more of what we don’t want and can’t afford: care that\u2019s impersonal, transactional, and less effective. Impressive technology that, by removing the human connection we all crave, fails the people it is meant to serve .<\/p>\n\n\n\n

    The future of women\u2019s health won\u2019t be won by whoever automates the fastest or launches the most features. It will be won by whoever stays most relentlessly focused on the member \u2014 applying every technological innovation in service of moments like the one above: a member, at her most vulnerable, finally feeling seen and supported.<\/p>\n","protected":false},"excerpt":{"rendered":"

    By Geoffrey Clapp, Chief Product Officer I\u2019ve worked in digital health long enough to have witnessed how positively transformative technology […]<\/p>\n","protected":false},"author":45,"featured_media":31104,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[574,582,440,576,575,609,580,250,577,586,578,593],"tags":[638,546,233],"class_list":["post-31103","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-audience","category-benefit-trends","category-blog","category-consultants","category-employers","category-expert-perspectives","category-fertility-and-family-building","category-fertility-in-the-workplace","category-health-plans","category-individual","category-topics","category-womens-health","tag-ai","tag-member-support","tag-pca"],"yoast_head":"\nAI Can Make Healthcare More Human\u2014If We Design It That Way | Progyny<\/title>\n<meta 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