Healthcare organizations continue to embrace artificial intelligence to improve patient experiences and streamline operations. Now, Novant Health has taken another major step forward by piloting an AI-powered virtual assistant called Aubrey. The new tool aims to guide patients through their surgical journeys while helping healthcare teams improve communication and care coordination.
As hospitals search for innovative ways to enhance patient engagement, AI-powered assistants are becoming increasingly valuable. Novant Health believes Aubrey can reduce patient stress, improve preparedness, and deliver timely information when it matters most.
Novant Health Launches AI Assistant
Novant Health recently introduced Aubrey, an AI-enabled virtual assistant designed to support patients and healthcare professionals throughout the care journey. The health system is initially deploying the technology through a pilot program focused on perioperative care coordination. Patients undergoing select surgical procedures in the Charlotte region will be among the first to experience the service.
The initiative was developed in partnership with Qventus, a company specializing in AI-powered healthcare operations. Through this collaboration, Novant Health hopes to create a more connected and personalized experience for patients preparing for surgery.
Why Surgical Care Was Selected
Surgical procedures often create anxiety and confusion for patients. Many individuals must remember detailed instructions, medication requirements, appointment schedules, and recovery expectations.
Therefore, Novant Health selected surgical care as the starting point for the AI pilot. The organization believes that providing clear guidance before and after surgery can significantly improve patient outcomes and satisfaction.
How Aubrey Supports Patients
Aubrey communicates with patients through text messaging and conversational AI technology. Once a procedure is scheduled, eligible patients may receive personalized reminders and support throughout the preparation process.
Key Features of Aubrey
The virtual assistant can:
- Send reminders about fasting requirements before surgery.
- Provide medication instructions.
- Share information about upcoming procedures.
- Help patients schedule appointments.
- Offer parking directions and arrival guidance.
- Answer common questions at any time.
- Identify potential concerns and alert care teams when necessary.
Because the platform operates around the clock, patients can receive support whenever they need it rather than waiting for office hours.
Benefits for Care Teams and Patients
AI-powered communication tools can reduce administrative burdens while improving patient engagement. Instead of spending time answering repetitive questions, care teams can focus on more complex clinical responsibilities.
At the same time, patients gain access to consistent and reliable information. As a result, they are less likely to miss important instructions or appointments.
Improved Patient Experience
Patients often feel overwhelmed before surgery. However, personalized reminders and educational content can improve confidence and preparedness. Better-informed patients typically experience smoother care journeys and fewer complications.
Greater Operational Efficiency
Healthcare providers face growing demands on staff and resources. Consequently, automated communication tools help organizations maintain high-quality service without increasing workloads. AI assistants can handle routine interactions while directing urgent issues to clinical teams.
AI’s Growing Role in Healthcare
Novant Health has invested in artificial intelligence for several years. The organization has previously implemented AI technologies to improve patient flow, support stroke care, enhance diagnostic capabilities, and streamline digital patient experiences.
The launch of Aubrey represents another milestone in the health system’s broader digital transformation strategy. As AI capabilities continue to advance, healthcare leaders expect these tools to support both patients and providers across multiple care settings.
Beyond Virtual Assistants
Future AI applications may include:
- Predictive analytics for patient outcomes.
- Automated clinical documentation.
- Enhanced care coordination.
- Personalized treatment recommendations.
- Remote patient monitoring.
Therefore, many healthcare systems view AI as a long-term investment rather than a short-term technology trend.
Privacy and Security Considerations
While AI offers significant benefits, patient privacy remains a top priority. Novant Health reports that Aubrey operates within a HIPAA-compliant environment and includes human oversight throughout the process. The assistant serves as a supportive resource rather than a replacement for healthcare professionals.
Importantly, patients can still communicate directly with their care teams whenever needed. Additionally, the system is not intended for emergency situations.
Future Expansion Plans
Although Aubrey currently focuses on surgical care coordination, Novant Health plans to expand the platform over time. Future use cases may include additional specialties and broader patient engagement services.
If the pilot delivers positive results, the virtual assistant could become a central component of the organization’s AI strategy. By combining technology with clinical expertise, Novant Health aims to create a more seamless healthcare experience for patients across its network.
Conclusion
Novant Health’s AI-powered virtual assistant pilot demonstrates how healthcare organizations are using technology to improve patient engagement and operational efficiency. Aubrey provides personalized guidance, timely reminders, and continuous support throughout the surgical journey.
As artificial intelligence becomes more integrated into healthcare delivery, tools like Aubrey may help patients feel more informed, prepared, and connected. Ultimately, the initiative reflects a growing industry focus on using AI responsibly to enhance care quality while maintaining strong human relationships.
