HITshow: Bob Farrell, CEO of mPulse on driving measurable outcomes in healthcare

How do you build trust in AI-driven healthcare engagement? Robert Farrell has answers.

“mPulse is all about improving the health outcomes of millions of members and patients… through a value proposition that is all things health experience and insights.”

In our latest HITshow interview, Robert breaks down how mPulse is driving measurable outcomes at scale by pairing health engagement with actionable insights. At the heart of it all: trusted, conversational AI.

“We started by building out a conversational AI engine… with this two-way communication ability with health plan members and patients of providers to help determine what the next best action would be.”

But with the rise of generative AI, Robert says the company needed to go a step further—not just building smart tools, but also building trust.

“Our customers… really got very concerned anytime they heard AI. What we needed to do was implement a Center of Excellence that provided a level of governance that made those customers comfortable.”

✅ Enter the mPulse AI Center of Excellence
✅ Backed by the mPulse Community & Trust Center
✅ Featuring a live Trust Portal with compliance and governance tools

“Combined with the AI governance, it really gives the opportunity for those in the overall health environment to be comfortable with how we’re using AI.”