Humanity is at the heart of healthcare. As AI takes on a larger role across the industry, the real question isn't what it can do, but whether it can protect the trust, connection, and empathy that makes care truly human.

For Deepali Joshi, Head of Customer Success at Omada Health, transparency and human-centered design are not nice-to-haves, but non-negotiables for any responsible use of technology in care.

Transparent tech: "Empathy and trust are the two key foundations of healthcare," says Joshi—and that applies just as much to technology as it does to bedside manner. When AI tools like LLMs are used in patient interactions, she believes transparency is essential: "It's our responsibility to share that information with the patient and say, 'Hey, this information is coming from an LLM,' or 'Hey, I'm a bot.'" Without that openness, patient trust begins to erode.

Accountability counts: Joshi acknowledges the "fantastic things" LLMs can do—like generating personalized health insights from glucose data—but warns against overreliance. "Ultimately, a provider should be responsible and accountable," she says, emphasizing the need for a thoughtful balance between human judgment and machine support.