What AI Can (And Can't) Do For Customer Training

Last week I attended and presented at the HITLAB Innovators Summit. The three-day conference covered HealthTech, AI, pharma, and clinical research with a focus on practical applications, not just theory.

I presented on customer-centric training for growth.

During Q&A, someone asked: "How do you see AI interfacing with customer education?"

One Product, Three Different Users - Why One Size Training Fails

Healthcare products rarely have just one type of user. You're training physicians, nurses, and administrators, all with different workflows, pain points and learning preferences.

You need customized pathways that speak to each user's specific context and demonstrate value through their lens.

Creating these pathways requires deep customer understanding and domain expertise that AI can't generate on its own.

The Domain Knowledge Gap

If your product uses AI, whether it's for diagnostic support, workflow optimization, or clinical decision-making, you're not just teaching people how to use software. 

You're teaching them:

• How AI enhances their specific workflow

• What the AI is doing behind the scenes (and why it matters)

• How to interpret AI-generated insights

• When to trust the system and when to apply clinical judgment

That's domain knowledge layered on top of product knowledge. And if you're seeing slow adoption despite having a powerful AI-driven solution, this gap might be exactly why.

Skilljar's CE Trends report shows that 60% of CE teams are using AI to create content faster. But only 5% think AI will impact personalized learning paths, and just 11% believe it will help analyze customer learning behavior.

AI is a great production tool, not a strategy replacement (yet). It can help you build faster, but it can't tell you what to build or who to build it for, especially in healthcare.

The Strategy That Works

So if you have a product that uses AI, how much are you blending domain knowledge about AI with your product training?

Are you showing users how your AI works within their workflow, or just showing them where to click?

Ready to transform your customer training strategy in 2026? 

Let's talk about creating education programs that actually drive adoption and showcase your product's value. 

Book a free strategy call to discuss your blended learning strategy.

Until next time,

Manasi

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