Quest Diagnostics Launches AI Era in Laboratory Processes

Quest Diagnostics has begun using AI-powered digital cytology and customer service automation to increase laboratory efficiency and manage rising personnel costs.

Under the company's 'Invigorate' program, an annual cost saving of 3 percent is targeted. At the core of this strategy lies the fight against personnel shortages and wage inflation, which cost at least $120 million annually.

In the field of digital cytology, the company uses the Hologic Genius Digital Diagnostics System, utilizing deep learning models to scan Pap test slides. This system accelerates cancer screening processes by selecting suspicious cells for review by cytologists and pathologists.

On the customer service side, virtual agents manage routine logistics calls. CEO Jim Davis stated that in the first quarter of 2026, virtual agents reduced routine calls by 50 percent, while email classification tools provided a 40 percent increase in efficiency.