At a recent Vision Expo lecture, Kyle Schechman, cofounder of Databuddies, and Miami-based optometrist Ben Thale explored a pressing question for eyecare practices: patients are already using artificial intelligence—are you?

Schechman opened by noting that more than 200 million people per week use AI tools like ChatGPT for health-related questions. From blurry vision to routine wellness inquiries, patients are increasingly seeking 24/7 answers outside traditional office hours. By the time patients arrive for their appointment, they often have a self-formed diagnosis and expectations—sometimes accurate, sometimes not.

Patients aren’t just Googling—they’re having conversations with AI, Thale explained. Unlike keyword searches of the past, large language models can interpret questions in plain language. With patients arriving with more information—whether that information is good or bad—practices face a new friction they’re calling “authority compression.” The clinician can feel like a second opinion, especially if the patient has already researched their condition. Thale described common scenarios: a patient anxious over what seems like a minor eye issue may arrive with preconceptions fueled by AI, requiring more time for explanation and reassurance.

While AI increases patient knowledge, it can also amplify anxiety. Schechman noted that an AI-vetted system, integrated with the clinic, could provide patients with accurate, doctor-approved guidance—even after hours—keeping patients within the practice ecosystem and reinforcing trust. Far from replacing clinicians, AI can scale a practitioner’s expertise. “Ben's an amazing doctor, but he can only see 1 patient at a time,” Schechman said, “but if he vets this AI every single time that a patient calls, they know that Ben's touch was there.” In practice, this can mean AI-assisted patient education, automated appointment prep, and personalized follow-up materials.

Thale highlighted real-world examples: using AI to analyze 3 years of scheduling data to optimize office workflow and implementing AI phone systems that answer FAQs, schedule appointments, and even process faxes. These digital employees handle repetitive, administrative tasks, freeing staff to focus on higher-value, human interactions.

Working in tandem with AI can free up time. By offloading administrative burdens, practitioners can spend more time educating patients and providing reassurance. “The data shows that you can free up 8 to 16 hours of a 40-hour work week by implementing these things,” Thale noted. “So, the question is, what would you do with 2 more days?”

Schechman added that AI also enables personalized, repeatable patient education—videos, follow-up calls, and pre-visit guidance—so patients come to appointments better informed and ready for meaningful discussions with their clinician.

Starting Small, Thinking Big

The presenters encouraged practices to start small: Focus on 1 workflow, such as phone triage or appointment confirmations, and gradually expand AI integration. Even partial adoption can significantly reduce friction, improve efficiency, and enhance patient engagement.

• Patients are using AI for health questions; practices need to meet them where they are.

• AI does not replace clinicians; it scales expertise and protects valuable human time.

• Administrative automation—appointment scheduling, FAQs, faxes—frees staff for higher-value interactions.

• Better-informed patients can improve education and adherence, if clinicians guide the conversation.

• Start small with manageable workflows, then expand AI integration to enhance the patient journey.

AI in eye care is not a threat—it’s a tool to streamline operations, enhance patient education, and allow clinicians to focus on what they do best: providing expert, compassionate care.