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Designing Artificial Intelligence Tools to Strengthen Human Connection in Healthcare: The CoCo Experience
Richard M Elias1, Shawn M Grimsley2, Brooke L Werneburg2
1Division of Hospital Medicine, Mayo Clinic, Rochester, MN, USA.
Journal of Patient Experience
|June 25, 2026
Summary
A new conversational AI tool, Connecting and Communicating (CoCo), helps healthcare staff enhance patient communication and reduce stress. This AI agent provides just-in-time coaching, reinforcing empathy and improving communication planning.
Area of Science:
- Healthcare technology
- Artificial intelligence in medicine
- Clinical communication
Background:
- Healthcare systems often struggle to balance efficiency with maintaining human connection.
- Digital tools can inadvertently create distance between healthcare staff and patients.
- There is a need for innovative solutions to support empathetic communication in clinical settings.
Purpose of the Study:
- To develop and evaluate a conversational AI agent, Connecting and Communicating (CoCo), to support healthcare staff communication.
- To integrate AI into existing workflows (Microsoft Teams) to enhance patient-staff interactions.
- To explore the feasibility of values-aligned AI tools in healthcare settings.
Main Methods:
- Development of a conversational AI agent (CoCo) using Microsoft Copilot Studio, guided by clinical and operational input.
- Embedding CoCo within Microsoft Teams for user-initiated access before/after challenging patient interactions.
- Collection of descriptive analytics on usage (1,903 sessions) and user feedback regarding satisfaction and response quality.
Main Results:
- CoCo was utilized in 1,903 conversation sessions between August 2025 and February 2026.
- Staff perceived CoCo as a valuable 'just-in-time coach,' aiding in preparation and reflection.
- Early data indicated positive signals for user satisfaction and the quality of AI-generated communication support.
Conclusions:
- Bespoke, values-aligned AI tools like CoCo can effectively support healthcare staff in enhancing communication and reducing stress.
- Implementation insights regarding governance, human factors, and change management are crucial for successful AI deployment in healthcare.
- Further research and broader adoption of such AI tools could significantly improve both patient and staff experiences.
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