The continuing evolution of information technology has increased the relevance of artificial intelligence (AI) to strategic technology development as a competitive concern. Several firms in the healthcare industry have shown awareness of fast-approaching drastic changes to critical parts of their value chains, from inbound logistics to customer service. While the role of AI in this impending future is anticipated as an inevitability, it remains largely unknown among medium- and small-scale facilities what form it will take, at what pace it will be integrated, and what investments will be required.
With this backdrop, this chapter studies the cultural and ethical intersection of AI and healthcare. It also offers a detailed analysis of where, when, and how AI-driven customer services may be safely deployed in more conservative cultural environments. It does so by applying Porter’s Value Chain Analysis (VCA) to hospital business, appropriating a safer AI deployment model from current literature, applying Brownlee’s seven-point model of customer service to typical hospital settings, and, finally, using Brownlee’s model to offer a specific framework for integrating their AI in hospital business strategy.
Tumelo, C., & Palanivel, R. V. (2026). Integrating Artificial Intelligence In Hospital Business Strategy. In J. K. Pandey, R. Mritunjay, & R. Samrat, AI in Business Management – Bridging the Gap Between Technology and Strategy (pp. 241-259). New York, Oxon: Routledge, Francis & Taylor Group. DOI:10.4324/9781003614074-10