Office of the National Coordinator for Health IT

Precision CX in Regulated Industries

The article reports that regulated industries like banking and healthcare widely deploy customer-facing AI: all ten largest U.S. commercial banks use chatbots and over 98 million U.S. consumers used a bank chatbot in 2022; hospitals increased predictive AI use but tool immaturity and regulatory uncertainty hinder adoption. It stresses grounding CX in governance, clean data, and clear human–AI boundaries.