Faith Foushee is a CNET contributor and a former writer for our sister publication SaveOnEnergy.com, covering energy-efficient products, renewables and other energy topics. She enjoys learning about new energy technology and helping others save money. Faith graduated from High Point University with a bachelor's degree in strategic communication.
Finding the right care for aging loved ones can be tough and confusing. Who has time to go through all the complicated benefits documents? New technologies, like digital tools and artificial intelligence, are making it easier for seniors and their caregivers to find and use available health benefits.
A 2024 study from DUOS, a digital health company that offers an AI-powered service, found that 60% of respondents are willing to use AI tools to quickly answer health questions for themselves and older family members.
"By 2030, we will have more people over age 65 than we do under 18," says Karl Ulfers, CEO and founder of DUOS, a digital health company headquartered in Minneapolis, Minnesota. "This puts a ton of pressure on the archaic system supporting our aging population. Also, with fewer workers to take care of seniors, we have to leverage technology to solve these challenges."
Is AI the missing link? Let's explore the potential of using AI chatbots to improve the future of senior care.
Using AI chatbots is like searching a question on the internet. Instead of typing in a search bar, you ask the question directly to a chatbot like ChatGPT. While a search engine will give you a wide range of results, the chatbot answers based on the conversation and its general knowledge base. AI chatbots are great for a quick response, but they have limitations in understanding context, and the information is not always accurate or up-to-date. You should fact-check AI chatbot responses before believing the information is true or following advice.
You've probably heard of popular chatbots like ChatGPT or Gemini. While ChatGPT is a general-purpose tool, AI products like DUOS and Glia are personalized and tailored to health care. ChatGPT can assist with a wide range of tasks, from answering basic questions to helping you write an email. However, when it comes to health care, ChatGPT offers general advice and cannot provide guidance on your specific health benefits and needs.
Unlike ChatGPT, which may require you to manually input information, health care chatbots like DUOS work directly with businesses to access benefits documents and preventative care data. The model is trained by documents from partners instead of by the user. These documents are typically lengthy and filled with technical language. DUOS uses an AI technique called retrieval-augmented generation (RAG) to combine generative AI with a trained approach to use information from the documents and present it to you. When you ask a question with DUOS, you receive guidance on health care decisions instead of complicated technical responses.
ChatGPT offers a free and paid version for anyone with access to the internet, making it widely available. DUOS is also free but is more specialized and only available as a health plan benefit for Medicare Advantage members.
There are many health plan benefit programs that people don't know about. Not everyone has the time or energy to search through paperwork or complex government websites. The DUOS survey found that 63% feel overwhelmed by health care decisions. AI chatbots may make it easier to find and understand available care options.
"Older adults will forgo health services because they don't think they can afford them," says Ulfers. AI tools can help seniors understand their benefits and can simplify the process of receiving care. "We find that 82% of older adults have not had an annual wellness visit. AI can help them find financial benefits for transportation, food and other medical care needs."
Seniors can also use AI chatbots to review medical coverage documents, health reports and benefits. For example, for those with asthma, where you get an inhaler impacts the cost. It may cost more at the pharmacy than at the doctor's office, depending on your coverage. Trying to figure out the lowest-cost option is complicated and time-consuming. Instead, you could ask a tool like DUOS and it will use the provided information to suggest the best options for you. Remember, while AI tools can provide useful estimates or support, they can make mistakes and should not replace professional medical or financial advice.
Only about half of the respondents in the DUOS survey knew the difference between Medicare and Medicare Advantage. This highlights a substantial lack of knowledge about health care options.
"Medicare Advantage comes with a whole suite of extra benefits, such as food, transportation, dental vision and more that traditional Medicare doesn't have," says Ulfers. "So if 50% of people don't understand which plan they're on, it means they don't know about the additional benefits they can use."
AI chatbots can make choosing the best Medicare plan much easier, though it must be trained with specific and detailed information. Digital tools like DUOS are trained with documents from Medicare, so it can give personalized responses based on your health needs and budget. Instead of waiting for the next customer service representative, you can use an AI chatbot to answer Medicare benefits questions or help you choose between plans. Since DUOS is trained with updated information from Medicare, you will receive relevant responses about your options or new available benefits.
Technology makes mistakes. Consider the following when deciding to use AI chatbots for your health-related needs.
Large language models (LLMs), like ChatGPT, are known for hallucinations. This is when the chatbot will confidently present incorrect or misleading information as fact. When it comes to your health, there's no time for hallucinations. To combat this issue, DUOS uses the RAG technique to personalize the AI's knowledge base to your health plan's benefits and individual information rather than a broad knowledge base.
Generative AI tools like ChatGPT, which rely on training data that can be months old, may also not have up-to-date information on policies, prices or related information. Since DUOS is tailored to health benefit information, the platform is updated in real time or weekly with data from partners like Medicare. Even with these advancements, AI is not perfect. Verify critical health information with your health care professional to ensure its accuracy.
Health documents are personal and sensitive, and should not be shared with AI technology. Sharing health information with AI systems could lead to privacy issues and misuse. Whatever technology you use, it must handle and process health data with care, following privacy rules and respecting your rights.
"This is why our AI models do not directly access or use raw medical data," Ulfers says.
By using AI instead of seeking help from caregivers, those living alone may experience more feelings of loneliness. While technology can provide valuable support to find information about health benefits, it cannot replace human interaction. With an increased use of technology, maintaining regular contact with friends and family is important to prevent isolation.
According to AARP, the two biggest challenges for caregivers are time and money. Here is how AI chatbots can help:
"This is a population with limited income and significant health issues," Ulfers reminds us. "Most older adults have chronic conditions and need support." Health technology designed for seniors and their caregivers can simplify their lives by addressing today's challenges and improving the experience for future generations.
