Today's Edition
TAARIQ HALIM (ABU DHABI)
Burjeel Holdings has emphasised that artificial intelligence (AI) is there to “amplify the impact of healthcare professionals, not replace them,” with the goal of streamlining operations and enhancing the patient experience.
The proliferation of AI has seen the transformation of industries and economies — with the automation of tasks, functions and jobs previously performed manually by workers.
The healthcare sector is no exception. At the recent Abu Dhabi Global Health Week, leading UAE healthcare group Burjeel announced an innovative partnership with pioneering US-based firm Hippocratic AI, aimed at revolutionising healthcare by employing generative AI “agents”.
Generative AI is a category of AI techniques in which algorithms are trained on data sets that can be used to generate new content, such as text, audio or video.
These “agents” will be able to engage in “natural, safety-focused, human-like conversations” through the integration of “multilingual, empathy-driven” AI, Burjeel said.
Functions of AI Agents
The AI would perform clinical and administrative functions, delivering “real-time, culturally aware support across a wide range of patient touchpoints, including appointment scheduling, patient education, health risk assessments, and follow-up check-ins.”
Hippocratic AI’s agents are versed in over 15 languages, including Spanish, Mandarin, and Vietnamese, as well as localised dialects like Emirati Arabic.
The AI will be deployed across key specialities, such as oncology, cardiology, neurology, and orthopaedics.
Burjeel said the capabilities of the agents extended beyond mere chatbot conversations.
“The technology goes far beyond basic chatbot interactions, supporting a wide range of functions. Examples include conversational outreach on care gap closure for underserved communities, ongoing check-ins and patient education for chronic conditions, medication adherence support, including refill reminders and education.
“In many cases, this outreach would not have been possible before due to clinician shortages. Hippocratic AI helps augment clinicians where and when it’s needed most,” said Michelle Machon, Chief Nursing Officer, Nursing Professional Development at Burjeel.
Empathetic AI Agents
The vision for the collaboration is to harness cutting-edge technology to deliver “hyper-personalised, compassionate” care, according to John Sunil, Group CEO of Burjeel Holdings. But is it possible for tech to be empathetic?
Munjal Shah, Co-Founder and CEO of Hippocratic AI, added: “Our empathic genAI agents are designed to create a more compassionate and effective patient experience.”
But how do you train AI to be “sensitive” when interacting with human clients?
“Hippocratic AI’s generative AI agents have unlimited patience,” explained Machon. “They never rush a conversation no matter how many questions are asked or how long a response takes. They are non-judgmental. These agents strive to understand the individual, not just the condition. Their empathy shines in sensitive, high-impact moments — whether it’s checking in during recovery or offering support during a heat wave or cold snap.”
Ethics and Limitations of AI Agents
A report published by the World Health Organisation, titled “Ethics and governance of artificial intelligence for health: Guidance on large multi-modal models”, outlined the consensus on ethical principles for the use of AI in health.
These included:
• Protecting autonomy: Humans should remain in control of healthcare systems and medical decisions. Data privacy and confidentiality to be protected by valid, informed consent through appropriate legal frameworks for data protection.
• Promoting human wellbeing, human safety and the public interest: Designers of AI to satisfy regulatory requirements for safety, accuracy and efficacy for well-defined uses or indications. Measures of quality control in the use of AI over time should be available.
• Ensuring transparency, “explainability” and intelligibility: AI technologies should be intelligible or understandable to developers, medical professionals, patients, users, and regulators.
• Fostering responsibility and accountability to ensure that AI is used under appropriate conditions and by appropriately trained people.
• Ensuring inclusiveness and equity: AI is designed and shared to encourage the widest possible, appropriate, equitable use and access, irrespective of age, sex, income, race, ethnicity, ability or other characteristics. AI to be available for use not only in high-income settings but also in low- and middle-income countries.
• Promote AI that is responsive and sustainable: AI technologies to be consistent with the wider promotion of the sustainability of health systems, the environment and workplaces.
Machon said Burjeel adopted a safety-first approach in the design of their AI system. And while their health services have seen a marked increase in AI integration, the expertise and accountability of their qualified healthcare professionals remained indispensable and of paramount importance.
“Hippocratic AI is deeply committed to safety and clinical appropriateness, in line with the ‘Do no harm’ value. They do not diagnose, treat, or prescribe. These are complex, high-stakes decisions that require the expertise and accountability of licensed clinicians.
“Generative AI is a force multiplier, augmenting workflows, improving patient adherence, and providing outreach, while respecting the irreplaceable judgment of human caregivers. Hippocratic AI generative AI agents cover patient-facing, non-diagnostic tasks,” she added.
