Qualtrics and Stanford Health Care Collaborate to Transform Healthcare Experience with AI Agents

Specialized AI agents deliver patient experiences that strengthen trust, reduce care team burdens, and enhance patient outcomes

PROVO, Utah and SEATTLE, Aug. 14, 2025 /PRNewswire/ -- Qualtrics, the leader and creator of the experience management (XM) category, today announced an expanded collaboration with Stanford Health Care to create AI agents that translate predictive insights into timely, targeted actions, reducing the administrative and coordination burdens placed on healthcare providers.

Built on the Qualtrics® XM Platform® and developed in close collaboration with Stanford Health Care, these agents will enable clinicians to focus on the core of healthcare: the provider-patient relationship. The agents will deliver the right action, at the right moment, through the right channel to improve access, coordination, and engagement. By embedding these actions into operational workflows, the solution makes experience a measurable determinant of outcomes across access, navigation and coordination, and engagement.

"Today's leading companies make every connection count with their customers and employees, and AI agents are a leap forward in what's possible with experience management," said Zig Serafin, CEO at Qualtrics. "This collaboration - which combines Qualtrics' deep human understanding with Stanford's clinical and operational leadership - is a pivotal moment for the healthcare industry that will elevate how providers manage and deliver their patient and caregiver experience at unprecedented scale."

Preserving the Core of Care

"Trust is built when patients feel truly seen, heard, and cared for," said David Entwistle, President and CEO of Stanford Health Care. "By developing AI that supports our teams and aligns with the way we deliver care, we can protect the time and attention that positively fuels the provider-patient relationship, while meeting people's needs in the moment, every time."

When care teams can focus their time and energy on connecting with patients and working seamlessly as a team, the result is a stronger connection for patients, and a measurable improvement in the day-to-day experience of the care team itself.

Specialized AI Agents to Eliminate Friction while Delivering Precise Patient Experiences

The AI agents developed by Qualtrics and Stanford Health Care aim to address some of healthcare's most complex, high-impact challenges, including translating unified patient and operational data into timely, targeted actions that improve access, coordination, and engagement. Operating under human supervision, the agents interact with patients and care teams in ways that are precise, proactive, and context-aware, including:

• Ensuring patients make it to critical appointments: Predicting when a patient is at high risk of missing a visit and automatically arranging transportation, offering telehealth alternatives, or automating follow up appointments for easier scheduling.
  
  
• Delivering culturally and linguistically attuned support: Identifying language barriers and connecting patients with interpreters, bilingual staff, or tailored educational materials in their preferred language.
  
  
• Resolving care coordination breakdowns to maintain a patient's plan of care: Detecting prescription fulfillment delays post-discharge, triggering prior authorization workflows, and notifying pharmacy and clinical teams to expedite medication delivery.
  
  
• Eliminating conflicting care instructions: Scanning communications across departments to ensure patients receive consistent, accurate guidance, reducing anxiety and avoiding costly delays.
  
  
• Addressing social drivers of health that impact outcomes: Linking patients to housing, food, or transportation resources and supporting the adjustment of care plans to account for these needs, preventing avoidable complications and readmissions.

By embedding these interventions directly into operational workflows, the AI agents will shorten the time between identifying a potential problem and resolving it. This will empower care teams to act before small issues become setbacks, preserve the provider-patient relationship at the core of care, and remove friction from the patient experience.

The AI agents are built upon Qualtrics' large repository of industry-specific experience data that knows the best response in the moment, alongside operational and clinical data, call center transcripts and chats, social media, and structured survey data from healthcare providers. Joining this data with Qualtrics' expert ability to understand human experiences ensures the AI agents interact directly with patients and care teams in proactive and empathetic ways proven to build trust and boost engagement.

"The future of the patient experience is precision - knowing not just what a patient needs, but when and how to act on it," said Alpa Vyas, SVP and Chief Patient Experience and Operational Performance Officer at Stanford Health Care. "With this solution, we can proactively resolve the issues that cause friction for patients and teams alike, and do it in ways that are measurable, scalable, and respectful of the human relationships at the heart of care."

Qualtrics & Stanford Health Care: A proven record of innovation & impact

The future-state capabilities are modular, integrated with electronic medical records, and built to scale to other health systems, having been proven successful in the complex setting of an academic medical center. This advances a new model of care where experience, equity, and efficiency are inseparable from outcomes, and where the path from data to insight to action is seamless and measurable.

This collaboration extends Qualtrics' and Stanford Health Care's proven record of co-developing solutions for the wider healthcare industry, and represents an important phase in Stanford Health Care's own patient experience program. Since 2021, Stanford Health Care has used Qualtrics to improve experiences for patients and providers, most recently using AI capabilities to collect, integrate and analyze patient and care team feedback from multiple channels, and predict their individual needs and behaviors.

About Qualtrics XM for Healthcare

Qualtrics powers experiences for healthcare providers, healthcare payors, and life sciences organizations with best in class technology to drive exceptional performance. Our AI-powered platform enables organizations to listen differently, understand deeply, and proactively respond to feedback in real-time across all touchpoints. By turning insights into solutions, we help healthcare organizations create meaningful connections with patients, customers, members, and employees. Qualtrics is a CMS-approved vendor for all required CAHPS programs, and a HITRUST-certified and FEDRAMP-compliant experience management platform, so organizations can confidently collect and analyze data knowing sensitive information is secure. To learn more, please visit qualtrics.com/healthcare.

About Qualtrics

Qualtrics is trusted by thousands of the world's best organizations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Our advanced AI and specialized Experience Agents™ allow businesses and governments to proactively interact with customers and employees in personalized ways across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and stay across the latest market trends and opportunities.

Media contact
Lauren Braun, Qualtrics
[email protected] 

SOURCE Qualtrics, LLC