Calabrio has announced the expansion of its CareAI healthcare project, which implements generative artificial intelligence to improve efficiency and patient experiences across healthcare providers.
The CareAI initiative, led by Calabrio Canada and supported by Calabrio's acquisition of partner Wysdom, addresses staffing challenges in healthcare by automating patient interactions and analysing conversation data between patients and providers. According to the company, in its initial year, CareAI targeted the 53 per cent of patient enquiries affected by long wait times due to shortages in staff, deploying automated recommendations to mitigate delays and control costs.
Calabrio estimates that healthcare providers could save up to USD $1.1 million each year by deploying AI-driven automations in their patient interactions. The company highlights that these efficiencies are realised through both reduced wait times and enhanced management of contact centre staff.
CareAI's models are developed to use domain-specific healthcare language and context, ensuring that both human and AI agents are equipped to provide accurate communication. The aim is to transform patient contact information into practical quality enhancements for healthcare organisations. The initiative's design allows for automated quality assurance and actionable analysis of patient interactions, which can lead to improvements in care provision and operational efficiency.
Calabrio stated that, by analysing transcripts of patient-provider conversations, the solution identifies factors such as empathy, professionalism and the quality of issue resolution. The system is now entering its second year of partnership with healthcare leaders and DIGITAL, Canada's Global Innovation Cluster for digital technologies. The expansion introduces one of the first implementations of healthcare-grade Quality Management to GenAI, with models specifically trained to judge empathy, safety, and the clinical effectiveness of AI agents.
Through automating routine patient communications, CareAI is designed to free up human agents for more complex tasks. This, in turn, supports healthcare organisations in their efforts to provide compliant, compassionate, and high-quality virtual care across a larger scale.
Quality management and patient experience
According to Calabrio, CareAI is intended to give healthcare organisations better oversight of their virtual care channels, ensuring that both patient safety and effective care standards are maintained, regardless of whether the agent is human or AI-driven.
The company's tools, including Auto QM and Trending Topics, aim to provide healthcare providers with ways to assess and improve the quality of interactions, ensuring compliance and consistent patient experience. Through capturing and analysing operational and conversational data, the technology facilitates adjustments that are grounded in real-world events and patient needs.
"Healthcare providers and patients deserve safe, easy to understand and timely interactions whether from a human or virtual agent. This partnership has allowed us to develop and deploy innovative solutions for patient care contact centers," said Dave Rhodes, Chief Executive Officer of Calabrio. "Solutions like Auto QM and Trending Topics allow healthcare providers to deliver more consistent, empathetic and high-quality care at scale. These solutions are transforming the healthcare industry by addressing critical challenges with real-world, results-driven innovation."