At Bupa, our ambition is to become the world’s most customer-centric healthcare company. That means constantly exploring new ways to improve the experience for our customers and AI is doing just that by opening up exciting possibilities.
We’re thoughtfully integrating AI across the healthcare journey, from reducing admin work to supporting clinicians and teams, and making sure our people get the right information at the right time to deliver the best possible interaction with our customers.
We’re also exploring some of the most exciting emerging AI techniques.
Right now, we’re piloting Generative AI to help summarise clinical notes and support our customer service teams. Every use of AI is carefully governed by our Responsible AI Framework, which ensures safety, transparency, and trust before anything is rolled out.
At Bupa, building AI confidence means equipping every employee with the skills, understanding, and trust to use AI effectively and responsibly. Through hands-on training, clear guidance, and federated support across teams, we’re cutting through the hype and empowering people to experiment, build, and navigate AI independently.
AI That Supports, Not Replaces
Our philosophy is clear: AI should enhance human roles, not replace them. We’re designing tools that support clinicians and employees alike, freeing up time for patient care while keeping key decisions in human hands. Upskilling is a key part of this journey.
Learning by Doing: AI Training at Bupa
AI is evolving fast, and traditional training can’t always keep up.
At Bupa, we've found that the best way to stay current is to learn by doing, experimenting with new tools, sharing knowledge openly, and supporting one another as we go. This approach has also helped us to build strong, open AI communities where we’re all encouraged to contribute discoveries, ask questions, and celebrate wins together.
A Culture of Curiosity and Collaboration
From cross-functional product teams building new customer solutions, to hackathons that challenge participants to solve real-world business problems, and cutting-edge R&D in AI — collaboration is at the heart of how we work. Our approach to AI is rooted in curiosity: “discover as much as you can, then build your best discoveries.” It’s how we turn bold ideas into meaningful impact.
We also know that people learn about AI in all sorts of ways — from YouTube and TikTok to Reddit and podcasts. There’s no single path to expertise, so we make space for everyone to share their experiences, voice their opinions, and learn from each other.
New Career Opportunities as a Result of AI
AI is opening up a wide range of career opportunities, not just in the expected areas like data science and machine learning engineering, but in some exciting new hybrid roles too. We’re seeing growing demand for professionals who can bridge clinical expertise with data and AI skills. These roles are incredibly valuable because they combine healthcare knowledge with the ability to work alongside emerging technologies.
But it’s not just about technical skills. Roles in product management, transformation leadership, and clinical delivery now require AI literacy. Having that “AI confidence” and the ability to navigate AI conversations will be key aspects for every role in the near future, I think.
Advice for Healthcare Professionals
AI is changing healthcare fast. My advice? Stay curious. There are plenty of great blogs and podcasts out there exploring how AI is being used in healthcare. The future will be shaped by those who are ready to adapt and lead through change.
If you’re looking for a bit of inspiration, I recommend the book Who Moved My Cheese?
A Personal Win Using AI
One of my favourite uses of AI? Recording, transcribing, and summarising meetings.
I have never been a keen note-taker, relying instead on my memory with unjustified confidence. So, the ability to accurately record the outcomes and actions from a meeting has been great for me (and my attendees).
AI has the potential to make healthcare more effective, affordable, and accessible.
Take aged care, for example: people are living longer, but not always healthier. That’s where AI can support the people working in our care homes. From streamlining admin tasks to identifying early signs of health decline, AI can free up time for more human connection and personalised care. With AI-driven insights, care teams can tailor treatments, care plans, and medications to individual needs, helping people live longer, healthier, and happier lives.
It’s a genuine privilege to be part of this transformation.
Article by Dr Tagger, Head of Data Science