Calabrio said that it is expanding its CareAI healthcare project, which uses generative artificial intelligence (GenAI) to enhance patient experiences by addressing staff shortages and reducing time to care.
CareAI is an AI-driven platform designed to manage both virtual and human agents in telemedicine and patient contact centres.
Led by Calabrio Canada, in collaboration with ORX, WELL Health Technologies, and Queen’s University, the initiative aims to tackle challenges in the Canadian and US healthcare sectors amid a labour crisis.
The platform seeks to streamline operations, improve patient experiences, and cut costs.
Its modules focus on resolving inefficiencies and enhancing communication between patients and providers through advanced AI technology.
In the first year, CareAI has addressed 53% of patient inquiries linked to long wait times by offering automated recommendations that reduce costs.
Also, the solution improved communication and efficiency by analysing patient-provider transcripts to gain insights into empathy, professionalism, and the quality of resolutions.
The expansion comes in the second year of the project’s partnership with healthcare leaders and DIGITAL, Canada’s Global Innovation Cluster for digital technologies.
It introduces healthcare-grade quality management to GenAI, training models to assess empathy, safety, and clinical effectiveness to enhance virtual care delivery.
The expansion further supports the project’s goal of enhancing virtual care delivery through advanced AI applications, said Calabrio.
Calabrio CEO Dave Rhodes said: “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 centres.
“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.”
