AI with a Heart: Calabrio’s CareAI Transforms Patient Care Through Empathy and Intelligence

AI-driven automations of patient interactions could also save healthcare providers up to $1.1 million annually

MINNEAPOLIS--(BUSINESS WIRE)--Calabrio, the workforce and conversation intelligence company, today announced the expansion of the CareAI healthcare project, which uses generative artificial intelligence (GenAI) to improve patient experiences by reducing time to care and staffing shortages, significantly improving experiences for patients and providers.

The Calabrio Canada-led CareAI initiative is the result of Calabrio’s Wysdom (the original partner in the CareAI initiative) acquisition. In the first year, CareAI addressed the 53% of patient inquiries tied to long wait times attributed to staffing shortages, reducing costs through automated recommendations. Additionally, the solution enhanced communication and improved efficiency by analyzing patient-provider transcripts for insights into empathy, professionalism and resolution quality.

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. 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.

For more information about CareAI, click here.

About Calabrio

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite, helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.

Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia.

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