Corporate Insight Identifies Top AI Leaders in Healthcare
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New York, NY, Oct. 13, 2026 /CourierPR/ -- Corporate Insight, a leading provider of competitive intelligence and customer experience research, has released a series of reports identifying the top healthcare organizations in the use of artificial intelligence (AI) for customer-facing services. The research, based on firsthand testing of virtual assistant tools and AI-powered search results, highlights the strengths and weaknesses of AI tools across various healthcare sectors, including health systems, health plans, Medicare, and pharmacies.
In the first report, CI tested the effectiveness of AI search tools on the public sites of 15 leading health systems. Mayo Clinic and UPMC emerged as the top performers, with strong AI responses across all three tested prompts: brand reputation, treated heart conditions, and maternity care rankings. Both organizations are noted for their clear and organized content, making it easier for AI tools to retrieve and convey information. However, the report also highlighted issues with other AI tools, particularly Gemini, which frequently pulled from third-party sources and offered incomplete or outdated information.
The second report focused on the performance of virtual assistants in health systems. Amazon’s Health AI tool received the only Excellent rating among nine leading health system virtual assistants, effectively integrating One Medical and Amazon account data to personalize answers and allow users to book appointments within the chat window. Despite this, the report found that health system virtual assistants generally fall short of user expectations, with only 11 out of 36 prompt conversations producing appropriate answers. Typos proved particularly challenging, with only Amazon and Sutter Health’s Emmie tool able to understand prompts with minor typos.
Aetna, Anthem BCBS, Cigna, and UnitedHealthcare led in CI’s testing of health plan mobile virtual assistants. These tools earned Excellent ratings, performing well when pulling basic information but struggling with more specific coverage questions. Fewer than half of the tools could answer whether the member’s plan covers GLP-1s, a high-interest medication class, and questions about claim statuses often resulted in transfers to live agents.
The fourth report examined the performance of virtual assistants and live chat tools in pharmacy settings. Amazon Pharmacy, NimbleRx, and Accredo stood out as best practice examples, with 33% of pharmacy virtual assistants able to initiate a task or load the relevant page within the chat. The report noted that many users were left to finish refills and check orders elsewhere, highlighting the need for improved integration and functionality.
Corporate Insight, which has been delivering competitive intelligence, user experience research, and consulting services for over 30 years, offers these insights to help healthcare organizations modernize their chat and virtual assistant experiences.