The AI Paradox: How Smarter, Scaled Technology Can Make Healthcare More Human

Could more AI ultimately create a more human healthcare experience? Russ Branzell, President and CEO of CHIME, explores that paradox with Donald Pollard, Field Chief Technology Officer at SHI International, examining what must happen for AI-driven efficiency to translate into meaningful time, attention, and connection for clinicians and patients.

Their conversation looks beyond visible AI applications to the infrastructure, architecture, and trust required to scale intelligence responsibly. From deciding where human judgment must remain essential to defining what AI success should actually give back to healthcare, Donald offers a practical perspective on building technology around better experiences, not simply greater capability.

Key Takeaways:

• What must change operationally for AI-generated efficiency to create more meaningful time for care.

• How leaders can determine when AI should act independently, recommend an action, or support human judgment.

• Where less-visible AI investments can deliver significant value across infrastructure, data, security, and operations.

• Which dimensions of trust leaders should evaluate before introducing AI into patient and clinician experiences.

• Why AI success should be measured by what improves for patients, clinicians, and staff, not adoption or productivity alone.