care navigation

Care navigation refers to the use of AI chatbots to help people find their way through health-related tasks, such as understanding symptoms, accessing emotional support, and managing paperwork. A Microsoft AI study published in Nature Health analyzed over 617,000 de-identified Copilot conversations and found that Americans are increasingly using chatbots as a first-stop interface for health uncertainty. The study highlights that consumer AI is being used for care navigation alongside symptom checking and academic work, painting a picture of AI acting less like a novelty and more like a practical tool for navigating healthcare complexities.