61% of US adults use AI for health information now – up from 2% in 2024


A woman relaxing after exercise while using an AI chatbot app on her smartphone, holding a glass of water and wearing headphones on a yoga mat.

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ZDNET’s key takeaways

  • Patients are increasingly turning to AI for health information.
  • AI check-ins could help patients stay on track after visits.
  • Human oversight remains key to trust in healthcare AI.

Since 2024, attitudes toward AI in healthcare have shifted toward greater trust in AI. 

Only 2% of U.S. adults turned to AI for healthcare information in 2024, and today the number is 61%, according to Salesforce’s Connected Health Consumer report, a survey of 3,200 consumers worldwide aimed at better understanding how the rise of agentic AI is reshaping consumer expectations, attitudes, and demands within healthcare — specifically patient experience. 

Also: AI agents are your new colleagues – how to get the best results

Here are the four key findings of the 2026 Connected Health Consumer Report:

  1. The consumer-grade gap: AI has raised the bar on what good service looks like, and healthcare’s administrative burden is actively driving patients away. Today, 58% of patients will even delay or skip necessary care because scheduling is too difficult.
  2. The agentic value exchange: Patients are broadly open to AI for logistical and navigational tasks, especially after hours. Sixty-seven percent say they would rather have 24/7 AI help than wait for regular office hours. Some will even switch providers for this convenience.
  3. Agentic navigation: For many patients, post-appointment care instructions lead to confusion, but AI may bridge this gap. Nearly 1 in 4 patients leave visits unsure about their treatment plan. Seventy percent say proactive AI check-ins would help them stay on track between visits, pointing to AI’s meaningful role beyond the appointment.
  4. Governance and clinical safety: Patients are more open to AI in healthcare than ever, but only when transparency, oversight, and provider trust are built in. They are three times more likely to trust an AI agent integrated directly into their provider’s secure portal than a public AI chatbot. Even then, nearly 90% expect human oversight and escalation options.

The consumer gap: unnecessary friction is driving adoption of AI agents

The report found that 60% of patients put off care because of scheduling friction. Patients are desperately seeking a better engagement experience with healthcare providers. The current multichannel engagement models fail to deliver a good experience, with 49% of patients noting abandoned calls after 10 minutes of holding. 

Also: AI agents are getting their own search engine

The online experience is not better, with 46% of patients labeling websites as confusing and difficult to navigate. One in 6 now says ease of digital access is a deciding factor when choosing a provider. Record sharing is another major deficit for improved experiences. More than half of patients (60%) say poor record sharing between providers means repeating the same medical tests. 

And 66% of patients have run out of medication while waiting for their prescriptions to be refilled.

The agentic value exchange: a shift toward faster and smarter engagements with AI agents

Nearly 7 out of 10 patients would rather have access to 24/7 help via AI agents versus waiting to speak with a person during standard hours. Bad scheduling experiences are driving patients away from care, and AI agents are helping. Patients want proactive care, with 83% of patients interested in self-enrolled programs that can provide healthcare recommendations. 

Millennials are leading the shift toward proactive care, with 88% saying they would grant an AI agent access to their full medical history for a faster diagnosis. Patients do want humans nearby AI agents, with 49% noting they would prefer AI agents over humans for logistical tasks like billing and rescheduling to avoid delays. And 54% of patients would be willing to let a secure AI agent manage their sensitive healthcare data if it led to better coordinated care outcomes.

Also: 12 rules of agentic AI for successful enterprise transformation

Healthcare providers using AI agents are more likely to retain health consumers and patients. The report found that 59% of patients would switch providers for one that keeps them updated on their waitlist status, and 55% of patients would switch to a provider that offers real-time insurance eligibility verification via AI.

Agentic navigation: how AI agents are closing the post-care gap

Nearly 1 in 4 patients leave appointments confused about next steps in their treatment. 

Also: Treat your AI agents like eager but misguided human interns – before you lose control

And 70% of them would feel less confused if an AI agent proactively checked in after their healthcare visit. Gen Z patients (31%) would turn to AI first when unsure about next steps after an appointment. Seventy-eight percent of patients say automatic reminders would help them take medications and follow care plans. The need for this type of proactive communication is even more important for managing chronic conditions, where 65% say a 24/7 digital helper would make life significantly easier.

Patients are trusting AI with their health data

Patients are ready to share health information for safer, more proactive care, with 73% saying they trust AI to flag potential drug interactions before picking up new prescriptions. The report found that 63% of patients want automatic reminders for medication use, 66% want AI agents that suggest prevention screenings, and 54% agree that AI agents can help them feel more secure in their provider’s care. 

Also: 70% of companies deploying customer service AI agents see ROI in 60 days

Patients also look for AI agents to help create a smoother hospital-to-home handoff. More than 77% of patients would highly value an AI tool that can simplify the transition from hospital to home care. In fact, 72% would trust an AI agent to create a personalized follow-up schedule based on their complete health history.

Governance and clinical safety: patients want AI within guardrails

The report found that the shift toward greater trust with AI in healthcare has grown significantly since 2024 — 64% of patients would share their full medical history with AI for faster diagnosis, and only 15% would not share any data with AI agents. Patients are three times more likely to trust an AI agent integrated into their doctor’s secure portal than one on a public chatbot or general website.

Also: Three tech visionaries on how to build trust and accountability with AI

Patients do want human oversight in order to increase adoption of AI-driven support. The concern is if AI agents can handle sensitive health interactions, including concerns around accuracy and privacy of health data. Patients do not want AI agents to act alone, with 88% requiring evidence of human oversight before accepting AI for administrative support, and 90% expecting the same level of supervision for medical support. Patients also want the option to escalate to human support as an essential trust requirement. Patients also want proof behind AI-generated recommendations — traceability and accountability. 

The importance of AI agent traceability and accountability is one of the 12 rules for agentic AI successful transformations.


To learn more about the 2026 Connected Health Consumer Report, you can visit here.






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Recent Reviews


When the original Range Rover debuted in 1970, it introduced something the automotive world had not quite seen before: a vehicle as capable on a muddy trail as it was parked outside a five-star hotel. That unique combination of rugged capability and refined luxury few, if any, SUVs can pull off today. Yet, Land Rover has been doing it for five decades.

The current fifth-generation model, which arrived for 2022, extended that tradition with a cabin that let the quality of its materials speak for itself.

Now, the 2027 Audi Q9 is preparing to challenge it.

The Q9 makes its world debut on July 28th and is Audi’s first true full-size flagship SUV. While the exterior remains under wraps, Audi recently opened the doors for a first look at the interior. What’s inside reveals two very different philosophies about where traditional luxury is headed. Audi is betting on screens, sensors, and immersive technology, while Range Rover, in a notable move for 2027, is bringing physical knobs and controls back to the center console.

One brand is leaning forward. The other is going for a hint of nostalgia. Here is how they stack up.

Two cabins, unique two philosophies

Small details for discerning buyers

The Range Rover has long built its interior reputation on what it leaves out as much as what it puts in.

The current model is characterized by a clean and streamlined dashboard with minimal distractions. Premium materials include Windsor leather on the SE, semi-aniline leather on the SV, and sustainably sourced wood veneers across the lineup.

For 2027, the physical volume knob and Terrain Response selector are returning to the center console, reversing a decision made for the 2024 model year that moved those controls to the touchscreen. It is a small detail that some discerning buyers will appreciate. Although every new vehicle today has a touchscreen of some kind, the allure of a large screen has its limits.

Audi takes the opposite position with the Q9. The cabin moves away from the fingerprint-prone piano-black trim of earlier models, introducing matte and textured finishes alongside new materials. Q9 buyers will find Dinamica microfiber, Nappa leather, fine-grain ash inlays, and a carbon fiber weave with basalt gray accents. New colors, including Tamarind Brown and Stone Beige, complete the palette.


Audi Q9


Audi’s Q9 challenges the Mercedes GLS with 4D audio and a digital cabin for 10K less

The primary difference between these two flagship SUVs lies in their digital architecture.

Digital Stage vs. Pivi Pro

Three displays or one interface

Audi’s Digital Stage includes three displays across the Q9’s dashboard. The primary OLED touchscreen is front and center, while a driver’s instrument cluster is tucked just beyond the steering wheel.

The third screen is separate for passengers and sure to be enjoyed on long road trips by whoever is sitting there. Front-seat passengers can stream content from their own queue, whether that’s a YouTube video, a show on Netflix, or a podcast playlist, without interfering with anything on the driver’s side.

Range Rover’s Pivi Pro system uses a 13.1-inch central touchscreen as its primary interface, paired with a 12-inch interactive driver display. The system is quick, organized, and accessible within two taps from the home screen. There is no dedicated front passenger display, though 11.4-inch rear seat entertainment screens are available on the Autobiography trim and above.

The dedicated passenger screen may give the Audi Q9 an edge over the Range Rover and other competitors like the Lexus LX, which also does not offer a separate infotainment screen. However, both the Lexus LX and Range Rover offer rear-seat entertainment.

The Mercedes-Benz GLS and Cadillac Escalade, other prime competitors to the Audi Q9, also offer a rear-seat entertainment system, in addition to the separate passenger screen.

At the time of this writing, Audi has not confirmed the availability of a rear seat entertainment system for the Q9. Given the nature of its competitors, however, it seems in Audi’s best interest to include it as an option.

And finally, the return of physical knobs to the Range Rover for 2027 is the sharpest contrast to the Q9’s all-screen approach. Audi is presenting a cabin where most functions require screen interaction. Range Rover, after trying the same approach, concluded its buyers prefer not to hunt through sub-menus for simple volume and terrain controls.


Audi Q9


Audi’s Q9 aims to replace the Cadillac Escalade as the new standard of tech luxury

Audi enthusiasts may bristle. Cadillac loyalists might feel the same. But nonetheless, here we are.

Sound systems and the sensory experience

Meridian versus Bang & Olufsen 4D

The Bang & Olufsen 4D sound system in the Q9 includes physical actuators built into the front seats so occupants can feel low-end frequencies, not just hear them. Audi’s Dynamic Interaction Light, an LED strip at the base of the windshield, syncs its color and rhythm to the music, with the color scheme matched to the track’s cover art. Headrest speakers route phone calls and navigation prompts privately to the driver.

Range Rover has a bespoke Meridian Signature Sound System, standard on the Autobiography and above, tuned specifically to the cabin’s acoustics. The SV and SV Ultra models offer a more advanced Meridian configuration, albeit without the seat actuator sensations.

Meanwhile, the Audi Q9 has a seven-seat layout as standard, with an optional six-seat configuration with power-adjustable captain’s chairs in the second row. The outer second-row seat slides and tilts forward to ease third-row access without removing child car seats. Audi also introduces an aluminum rail system in the trunk for securing cargo in three dimensions, and includes roof-rail crossbars as standard.

Range Rover’s Long Wheelbase seven-seat layout has been available since the current generation launched, with semi-aniline heated leather across all three rows as standard on the LWB SE. The Autobiography and SV trims add the aforementioned rear seat entertainment screens, a front-center console refrigerator, and four-zone climate control.

Uniden R8 Transparent Background

Display Type

OLED

Radar Band Detection

X, K, Ka

The Uniden R8 is a dual-antenna radar detector with directional arrows, known for its long-range detection and false alert filtering capabilities. Comes preloaded with red light and speed camera locations and supports firmware updates for ongoing performance enhancements.  


Electric doors and adaptive headlights

Where the Q9 pulls ahead

Three Q9 features have no direct equivalent in the current Range Rover.

All four doors on the Q9 open electronically at the push of a button, up to 90 degrees, with sensors that detect approaching cyclists. Drivers close them by pressing the brake pedal or fastening their seatbelt. Range Rover offers power doors on the SV trims, but Audi makes them standard across the entire Q9 lineup.

The Q9’s panoramic sunroof spans approximately 16 square feet and uses nine individually controllable glass segments that dim electronically. An optional LED package adds 84 lights inside the roof in up to 30 colors, matched to the cabin’s ambient lighting.

The Q9 also brings Digital Matrix LED headlights to U.S. customers for the first time. Using front-facing cameras, the system detects oncoming traffic and selectively masks the light around those vehicles, keeping maximum illumination everywhere else on the road.

According to a recent AAA survey, six in ten U.S. drivers struggle with headlight glare. Range Rover’s Pixel LED headlights, standard on the Autobiography and above, are excellent, but Audi’s matrix approach represents a meaningful step forward in lighting technology for U.S. buyers.


2027 Audi Q9 coming soon

The 2027 Range Rover SE starts at $113,300, with the Autobiography beginning at $159,200. The SV lineup starts at $219,500 and climbs to $275,000 for the Long Wheelbase SV Ultra.

The 2027 Audi Q9 is expected to start around $80,000, with higher trims landing between $90,000 and $95,000.

Audi will reveal the full Q9 details on July 28th, with North American deliveries expected as early as November.



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