Artificial intelligence (AI) can bring substantial benefits to aging services. Applications that relieve staff from the burden of routine tasks and enable them to spend more time with residents can be especially beneficial.

AI has a substantial potential for senior living, if trained well and carefully monitored. Yet AI is not a panacea. As this emerging technology develops, aging services providers would be wise to learn how they can take advantage of its many capabilities—and approach it with appropriate guardrails.

GPT Will Change the Way We Work

At the CAST Commission meeting held November 5, in conjunction with the LeadingAge Annual Meeting, physician and featured speaker David Liebovitz said the rise in GPT is the start of a tectonic shift in how we do our day-to-day work. Liebovitz is associate vice chair in the Department of Medicine for Clinical Informatics at Northwestern Medicine, Feinberg School of Medicine.

In his practice, Liebovitz uses AI tools to take notes during office visits, enabling him to be more present with the patient. He also uses risk stratification tools that can help assess, for example, whether a patient is ready to be released from the hospital.

He sees AI-enabled tools supporting a variety of goals in senior living, including these:

• Healthcare and Well-being
• Safety and Security
• Daily Living Support
• Recreation and Entertainment
• Emotional Support and Connection
• Communication and Socializing

Because AI is probabilistic, it does not always generate the same answers, he said. Yet that characteristic can make it useful in brainstorming alternatives. He also noted that layering apps on top of AI tools can provide additional capabilities, such as being able to review information from a wider range of source materials.

CAST Patron Develops AI Guiding Principles

Joe Velderman, a CAST Commissioner and vice president of innovation at Cypress Living, is leading his organization’s approach to using AI. A LeadingAge CAST Patron, Cypress Living has carefully considered its AI use and created a set of 12 principles to guide the organization.

Responsible Use of AI in Aging Services notes: “It is crucial for us to engage in thoughtful discussions and establish clear principles, policies, and procedures as AI capabilities advance to ensure that we harness the full potential of this transformative technology while safeguarding the dignity and autonomy of the aging population.”

First on the list is “Responsible Design and Operation of AI Technologies,” with a commitment to using AI responsibly in all aspects of the organization’s work.

Several principles focus on humans’ relationship to AI. One calls for a human-centered approach, noting that humans need to be involved in AI so that AI tools do not run without oversight. Additional principles recognize the importance of maintaining the human touch alongside intelligent automation, of human creativity, and of having humans in certain roles.

“We actively explore and promote emerging career paths and opportunities for creative professionals,” says one guideline. “We prioritize the importance of upskilling and reskilling professionals, empowering them to build more fulfilling careers and lives with the support of AI,” says another.

Cypress Living also commits to being ethical and accountable for how it uses AI. It will prioritize transparency in data collection and AI use to maintain its audiences’ trust. It will strictly adhere to data privacy laws and mitigate privacy risks for consumers. The organization also intends to be open about AI experiences and learnings and partner with others in the industry.

Avoiding AI Pitfalls

In his presentation to the CAST Commission, Liebovitz also gave words of caution. He shared regulatory challenges and pitfalls to avoid, from patient data privacy to medical malpractice liability to informed consent, data ownership, and more. In addition, AI’s probabilistic nature means that it can generate inaccurate answers.

The recent CIO article “6 generative AI hazards IT leaders should avoid” presents specific potential challenges of AI. They include AI gaffes that can damage your organization’s reputation, overusing AI, and assuming that AI is always accurate.

Echoing Cypress Living’s guidelines, the article stresses the importance of involving a human being in the use of AI tools. It also encourages transparency. Organizations should note when content is produced by AI and enable customers to escape AI—for example, by leaving a chatbot interaction to speak with a human being.

It recommends approaching AI outputs with care, especially where the sources used to train the system are limited. As you incorporate AI tools, make a plan for AI governance and risk management. Build a mechanism for dealing with errors into your system, and recognize that generative AI may not learn from its mistakes. Make sure that staff know your organization’s policies on using generative AI and are trained in how to use the tools so that they receive accurate guidance from them.

In addition, recognize that AI might not be an appropriate choice for all tasks in your organization.

The Future of AI in Senior Living

In case you missed it, for more ideas on how to use AI to address workforce issues in your organization, see “New Report Envisions the AI Caregiver” from a previous Tech Time.

Join the CAST Commission to Learn More

To gain access to more invaluable insights from industry thought leaders like Liebovitz, consider joining the CAST Commission. The Commission creates unique networking and generative discussion opportunities between providers, technology companies, and academicians. CAST Patrons (provider members) and LeadingAge Corporate Partners (Bronze level or above) are eligible for seats on the CAST Commission.