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The Fast Company Impact Council is an invitation-only membership community of leaders, experts, executives, and entrepreneurs who share their insights with our audience. Members pay annual dues for access to peer learning, thought leadership opportunities, events and more. AI won’t replace doctors anytime soon. Despite the clickbait headlines and the reports of chatbots outperforming doctors on this-or-that clinical task, medicine will always dependliterally and figurativelyon human touch. What’s interesting, though, is how AI seems to be improving that human touch. Thanks to notetaking apps, doctors can stop typing and be more present in the precious minutes they spend with patients. AI-powered workflows are eliminating hours of admin work, easing care team burnout and freeing up clinicians to flex their human expertise where it’s needed most. ChatGPT is even coaching doctors on their bedside manner. Far from replacing them, AI is rehumanizing doctors and the patient experience. The hard work of accessing healthcare This melding of artificial and (human) emotional intelligencewhich I call AI+EQis unlocking a new golden age in healthcare. The very best doctors and nurses have always had a rare mix of experience, expertise, empathy, and emotional intelligence. But before AI, that secret sauce was near-impossible to bottle up and scale. That’s exactly what we’re doing now. Recent advances in generative AI, building on decades of innovation in machine learning and big data, are putting healthcare’s collective wisdom and horsepower into the hands of care teams everywhere, with far-reaching implications for medical education, clinical practice, and patient care. Here’s the catch, though: The 15 minutes (or less) that people spend with their doctor is a sliver of the overall healthcare experience. The rest of the time is spent in a maze of paperwork, logistics, unanswered questions, and financial stress. Choosing a health plan during open enrollment. Searching for in-network physicians. Deciphering deductibles and copaysand then, a few weeks later, deciphering bills and statements. Sitting on hold with your health plan, waiting in line at the pharmacy, and then waiting months (if you’re lucky) for another 15 minutes with your doctor. This is the hard, frustrating work of accessing and navigating healthcare. It makes people give up, disengage, and delay essential care, which is making us sicker and driving healthcare costs through the roof. Too little EQ AI+EQ is just as critical here as it is in the doctor’s office. AI might be helping doctors become more human, but that will only take us so far if the rest of the system remains inefficient, impersonal, and dehumanizing. People want high-quality healthcare that’s simple, personalized, and fast. Delivering that experience, at scale, will require baking EQnot just AIinto every layer of the system, from face time with doctors to the vast amounts of data generated by those face-to-face interactions and everything in between. Startups and established stakeholders will say they’re working on it. Health insurers are using AI to streamline claims processing and prior authorization. Navigation vendors are deploying chatbots to steer people to in-network physicians. Point solutions and digital health apps are using nudges to track patients and promote treatment adherence. Everybodyand I mean everybodyis using AI, or claiming to. (Except in this article, which is 100% human.) But as I look across the industry, I see a lot of AI and very little EQ. Be remembered as a person Too much innovation is happening in the same old silos. So much AI firepower is being deployed, and so little of it is connected or working in sync. We’re recreatingthis time with chatbotsthe same painful experience: filling out forms again and again, ferrying info from your doctor to your insurer (and back), logging into a dozen different apps. People basically now have a healthcare supercomputer on their smartphone, but they still need to introduce themselves to the system over and over, because the back end is as fragmented as ever. The friendliest chatbot in the world can only help you so much if it’s not talking to the other bots. The essence of a positive healthcare experience is feeling seen and heardand rememberedas a whole person, not as a user ID or a number in a system. When you call to ask about a hospital bill, the person on the phone already knows who you are,and which benefits you have. Your PCP knows your cardiologist just prescribed a new medication. Your diabetes coach knows you have a therapy appointment next week. This type of holistic, integrated care depends on holistic, integrated data and systemsspecifically, systems powered by AI and designed with EQ. How to implement AI+EQ What does AI+EQ look like at the systems level? First, it means building platforms and partnerships that break down data silos to thoughtfully (and securely) connect clinical insights, medical and pharmacy claims, info on social and financial context, and the myriad other data points that help us build a three-dimensional picture of individuals. Second, it means making that data visible and available to the entire teamnot just doctors and nurses, but also pharmacists, case managers, advocates, support staff, and yes, chatbotsso they’re all looking at the same 3D person and can seamlessly communicate and collaborate. Third, and most important, the whole system needs to be led and overseen by clinicians, partnering with engineers and data scientists to use their collective EQ to ensure that AI models and algorithms are evidence-based, free from bias, informed by human empathy and expertise, and built to deliver optimal clinical and financial outcomes for everyone involved: patients, providers, and purchasers. If we want to create a modern and personalized healthcare experience, the doctor’s office is just the tip of the iceberg. The real transformation will flow from the hard work deep below the surface to ensure that AI and EQ are coming together system-wide to delier the healthcare experience we humans have all been waiting for. Owen Tripp is cofounder and CEO of Included Health.
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E-Commerce
OpenAI on Monday launched its new AI model GPT-4.1, along with smaller versions GPT-4.1 mini and GPT-4.1 nano, touting major improvements in coding, instruction following, and long context comprehension. The new models, available only on OpenAI’s application programming interface (API), outperform the company’s most advanced GPT-4o model across the board, the ChatGPT maker said. With improved context understanding, they can support up to 1 million “tokens” a term that refers to the units of data processed by an AI model. The models are also equipped with refreshed knowledge up to June 2024. GPT-4.1 showed a 21% improvement over GPT-4o and 27% over GPT-4.5 on coding. Meanwhile, the improvements in instruction following and long context comprehension also make the GPT-4.1 models more effective at powering AI agents. “Benchmarks are strong, but we focused on real-world utility, and developers seem very happy,” CEO Sam Altman said in a post on social media platform X. The family of models also operate at a “much lower cost” compared to GPT-4.5, OpenAI said. The company added it would turn off the GPT-4.5 preview that is available in the API in July, as the new models offer “improved or similar performance.” OpenAI in February released the GPT-4.5 research preview for some users and developers and announced plans to expand access in subsequent weeks. Deborah Sophia, Reuters
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E-Commerce
President Donald Trump on Monday suggested that he might temporarily exempt the auto industry from tariffs he previously imposed on the sector, to give carmakers time to adjust their supply chains. Im looking at something to help some of the car companies with it, Trump told reporters gathered in the Oval Office. The Republican president said automakers needed time to relocate production from Canada, Mexico and other places. “And they need a little bit of time because theyre going to make them here, but they need a little bit of time. So Im talking about things like that. The statement hinted at yet another round of reversals on tariffs as Trump’s onslaught of import taxes has panicked financial markets and raised deep concerns from Wall Street economists about a possible recession. When Trump announced the 25% auto tariffs on March 27, he described them as permanent. His hard lines on trade have become increasingly blurred as he has sought to limit the possible economic and political blowback from his policies. Last week, after a bond market sell-off pushed up interest rates on U.S. debt, Trump announced that for 90 days his broader tariffs against dozens of countries would instead be set at a baseline 10% to give time for negotiations. At the same time, Trump increased the import taxes on China to 145%, only to temporarily exempt electronics from some of those tariffs by having those goods charged at a 20% rate. I dont change my mind, but Im flexible, Trump said Monday. Trump’s flexibility has also fueled a sense of uncertainty and confusion about his intentions and end goals. The S&P 500 stock index was up slightly in Monday afternoon trading, but it’s still down nearly 9% this year. Interest rates on 10-year U.S. Treasury notes were also elevated at roughly 4.4%. Carl Tannenbaum, chief economist for the Northern Trust global financial firm, said the whiplash had been so great that he might have to get fitted for a neck brace. Tannenbaum warned in an analysis: Damage to consumer, business, and market confidence may already be irreversible. Maroš Šefčovič, the European commissioner for trade and economic security, posted on X on Monday that on behalf of the European Union he engaged in trade negotiations with Commerce Secretary Howard Lutnick and U.S. Trade Representative Jamieson Greer. “The EU remains constructive and ready for a fair deal including reciprocity through our 0-for-0 tariff offer on industrial goods and the work on non-tariff barriers,” Šefčovič said. The U.S. president also said that he spoke with Apple CEO Tim Cook and helped him recently. Many Apple products, including its popular iPhone, are assembled in China. Apple didnt respond to a Monday request for comment about the latest swings in the Trump administrations tariff pendulum. Even if the exemptions granted on electronics last week turn out to be short-lived, the temporary reprieve gives Apple some breathing room to figure out ways to minimize the trade wars impact on its iPhone sales in the U.S. That prospect helped lift Apples stock price by about 3% during Mondays afternoon trading. Still, the stock gave up some of its earlier 7% increase as investors processed the possibility that the iPhone could still be jolted by more tariffs on Chinese-made products in the weeks ahead. Wedbush Securities analyst Dan Ives said Apple is clearly in a far better position than it was a week ago, but he warned there’s still mass uncertainty, chaos, and confusion about the next steps ahead. One possible workaround Apple may be examining during the current tariff reprieve is how to shift even more of its iPhone production from its longtime hubs in China to India, where it began expanding its manufacturing while Trump waged a trade war during his first term as president. The Trump administration has suggested that its tariffs had isolated China as the U.S. engaged in talks with other countries. But China is also seeking to build tighter relationships in Asia with nations stung by Trump’s tariffs. Chinas leader, Xi Jinping, on Monday met in Hanoi with Vietnam’s Communist Party General Secretary To Lam with the message that no one wins in trade wars. Asked about the meeting, Trump suggested the two nations were conspiring to do economic harm to the U.S. by trying to figure out how do we screw the United States of America. Josh Boak and Michael Liedtke, Associated Press
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