Calabrio’s CareAI revamps patient care with empathy and intelligence

Calabrio, the workforce and conversation intelligence company, is expanding the CareAI healthcare project, which uses generative artificial intelligence (GenAI) to improve patient experiences by reducing time to care and staffing shortages. This initiative aims to significantly improve experiences for patients and providers, according to the company.

The Calabrio Canada-led CareAI initiative is the result of Calabrio’s Wysdom (the original partner in the CareAI initiative) acquisition.

Now in the second year of its partnership with healthcare leaders and DIGITAL, Canada's Global Innovation Cluster for digital technologies, the expansion marks one of the first applications of healthcare-grade Quality Management to GenAI, with models trained to evaluate empathy, safety, and clinical effectiveness of the AI agents, Calabrio said.

With human agents freed up to manage more complex interactions, CareAI equips healthcare organizations with the necessary oversight to deliver compliant, compassionate, high-quality virtual care at scale.

"Healthcare providers and patients deserve safe, easy to understand and timely interactions whether from a human or virtual agent," said Dave Rhodes, CEO of Calabrio. "This partnership has allowed us to develop and deploy innovative solutions for patient care contact centers. 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."

Calabrio’s solutions, specifically designed for healthcare, utilize domain-specific language and patient context to facilitate accurate communication between human and AI agents, to ultimately transform patient call data into proactive quality improvements.

“Collectively, these advancements establish CareAI as the leader in AI-driven healthcare transformation with significant benefits for healthcare providers such as automated quality assurance, actionable insights from patient conversations, and real-world cost savings and efficiency gains, that drive meaningful enhancements to patient care,” the company said.

For more information about this news, visit www.calabrio.com.