# Corporate Insight Finds Wide Gaps in Healthcare AI Tools

By Simon Yoon

Canonical URL: https://www.tokenpost.com/news/technology/31260
Published: 2026-10-13T14:59:24.000Z
Updated: 2026-10-13T14:59:24.000Z
Section: Technology

> Five research reports identified leading tools across health systems, health plans, Medicare providers and pharmacies, but basic performance remained inconsistent.

Corporate Insight released findings Oct. 13 from five research reports showing wide performance gaps among customer-facing artificial intelligence tools used by health systems, health plans, Medicare providers and pharmacies.

The research evaluated AI search, virtual assistants and live-chat tools, focusing on basic functions such as answering prompts, handling typos and completing transactions. The results identified several leaders but showed that many tools struggled with routine requests.

Mayo Clinic and UPMC led public-site AI search tests involving 15 health systems. The evaluation used three prompts covering brand reputation, heart conditions and maternity-care rankings.

Amazon’s Health AI received the only “Excellent” rating among nine health-system virtual assistants. It was also the only tool to answer all four basic prompts appropriately. Across the evaluation, only 11 of 36 health-system virtual-assistant conversations produced appropriate answers. Amazon and Baylor Scott & White were the only tools that identified the nearest urgent-care location.

Performance was also uneven among mobile assistants offered by health plans. Aetna, Anthem BCBS, Cigna and UnitedHealthcare’s Avery received “Excellent” ratings in a review of 12 tools. Fewer than half answered whether a member’s plan covered GLP-1 medications, a class of drugs used in some treatments for diabetes and weight management.

UPMC Health Plan was the only “Excellent” virtual assistant among nine Medicare providers. It was also the only tool in that group to provide a correct member-specific monthly premium.

In pharmacy services, Amazon Pharmacy, NimbleRx and Accredo were identified as best-practice examples among 18 virtual assistants. Only 33% of the tools could initiate a task or load the relevant page within the chat.

The findings cover digital experiences across public websites, member portals, mobile applications, virtual assistants and pharmacy tools. Corporate Insight’s healthcare research portfolio includes Health System Monitor, Health Plan Monitor, Medicare Monitor and Pharmacy Monitor.