Key Takeaways

• 80%-90% of patients say artificial Intelligence (AI) chatbots and online educational tools cannot replace genetic counselors
• The tools can be a helpful supplement but don’t provide the tailored guidance of a genetic counselor
• Findings presented this week at the National Society of Genetic Counselors (NSGC) 44th Annual Conference

SEATTLE – Nov. 8, 2025 – While many patients dabble with artificial intelligence (AI) chatbots for genetics and other health questions, the majority say the technology cannot replace the empathy, personalization and expertise of a genetic counselor, according to two studies presented at the National Society of Genetic Counselors (NSGC) 44th Annual Conference.

The researchers surveyed patients using qualitative and quantitative methods and found 80–90% did not believe an online video or AI chatbot can provide the same information as a genetic counseling session.

“Patients who’ve had genetic counseling made it clear: technology can’t replace the human connection,” said Heather Zierhut, PhD, MS, CGC, lead author of the first study and associate professor at the University of Minnesota. “People said they value their counselor’s empathy, ability to personalize complex information, and emotional support—things they simply don’t believe a chatbot or video can provide.”

Technology Can’t Match Human Connection

The first study, a sub analysis of the GC-PRO trial, surveyed more than 400 patients who had met with a genetic counselor to ask whether they thought an online tool such as an AI chatbot or educational video is comparable to genetic counseling, and they resoundingly said no.

The GC-PRO study seeks to determine the most important parts of a genetic counseling session, and the skills counselors use that result in a positive experience for patients. Patients were recruited from two academic health centers and one telehealth company to complete pre- and post-visit surveys about their genetic counseling session (for prenatal, general genetics, cancer, or cardiology indications). When asked whether they felt they could get the same information they received from a genetic counselor: 342 of 380 patients (90%) said no for online educational videos and 358 of 383 (93.5%) said no for AI chatbots. Additionally, 135 patients completed interviews to hypothetically compare educational tools and chatbots versus traditional counseling: 127 (94%) said they would prefer not to use a chatbot. Eight said they would use a chatbot for background education or to understand the logistical aspects of the testing process.

Patients identified five main reasons why they consider genetic counseling superior to educational tools or AI chatbots, saying they:

• Highly value psychosocial support and human interactions, and appreciate the counselors’ support for emotional needs provided in a warm environment,
• Desire personalization and the ability to ask specific questions about their situation,
• Were frustrated with the challenges they’d experienced with tools and technology, leading them to question their accuracy, while they felt genetic counselors were trustworthy,
• Need the detailed and nuanced expertise provided by genetic counselors, including their ability to tailor the information for each patient, and
• Appreciate the guidance and logistical support genetic counselors provide.

“Genetic counselors may use educational videos, family history collection tools or other digital resources to provide basic genetics education before or after a general counseling session,” said Zierhut. “But clearly, these are supplements and cannot replace the expertise and personalization provided by a genetic counselor.”

Patients Experiment with AI Chatbots but Still Trust Genetic Counselor Expertise Most

In a separate study, researchers at Baylor College of Medicine in Houston asked genetic counseling patients if they had used chatbots and found that, while most had, 80% said they didn’t consider them replacements for a genetic counselor.

“Many patients are already turning to AI chatbots like ChatGPT to look up medical information, but they still want the understanding that only a real healthcare provider can offer,” said McKay Shumway, MS, CGC, lead author of the study and a genetic counselor at Baylor College of Medicine. “Chatbots can be useful for quick or general questions, but they fall short on empathy and humility, especially when it comes to sensitive topics like genetic testing.”

Researchers surveyed 61 adult patients and parents or guardians of pediatric patients who had genetic counseling at one of 12 clinics between Aug. 1, 2024, and Feb. 28, 2025. Overall, 87% (53) were aware of AI chatbots: 72% (44) had used them for any purpose and 26% (16) for healthcare inquiries. They asked chatbots about symptoms, specific conditions and test results. Motivation to use them included convenience, helpfulness and ease of use. However, 80% (41 of the 51 respondents to the question) disagreed with the statement that AI chatbots could replace a genetic counseling appointment.

A thematic analysis of 31 patients’ free-text responses revealed six key themes:

• Preference for human interaction and empathy
• Considering AI a supplemental tool rather than a replacement
• Concerns about AI’s limitations, including accuracy and personalization
• Perspective on AI potentially being helpful for general or low-stakes questions
• Concerns about privacy and trust
• Feeling ambivalent or not considering using AI for medical purposes

Some respondents were aware that AI chatbots often “hallucinate” or provide inaccurate or misleading answers. As one patient noted: “I don’t believe AI could provide nuanced answers to the questions I have that are specific to the context of my life. Furthermore, I don’t trust AI to be honest about what it doesn’t know.”

“Chatbots can simplify complex information and offer quick, digestible answers, which is especially valuable in genetics, where many non-genetics providers may feel less confident explaining results,” said Shumway. “While these tools are becoming more common, they should be seen as supplements—not substitutes—for professional care. The good news is many chatbot responses appropriately direct patients to seek care from a genetic counselor.”

News releases may contain updated data or language that does not match what is reported in the abstract.

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Media interested in viewing study abstracts, interviewing authors and/or attending sessions at the NSGC Annual Conference can contact NSGC’s PR team at 630-344-2009 or NSGCPR@pcipr.com.

About the National Society of Genetic Counselors

NSGC is the leading voice, authority and advocate for the genetic counseling profession. Membership represents more than 5,000 masters-level health professionals, who are committed to ensuring that the public has access to genetic counseling and genetic testing. For more information, visit www.nsgc.org.  

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