Calabrio, a company specializing in workforce and conversation intelligence solutions, has announced a major expansion of its CareAI healthcare initiative. This project uses generative artificial intelligence to improve patient care by reducing wait times and addressing staffing shortages, which enhances experiences for both patients and healthcare workers. The CareAI program began after Calabrio acquired Wysdom, and in its first year, it helped resolve 53 percent of patient inquiries related to long wait times. The system saves costs by providing automated recommendations and improves communication by evaluating conversations for empathy, professionalism, and issue resolution.
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In its second year, CareAI’s rollout has expanded through collaboration with healthcare leaders and DIGITAL, Canada’s Global Innovation Cluster focused on digital technologies. This phase introduces healthcare-grade Quality Management for generative AI with models specifically trained to assess empathy, patient safety, and clinical effectiveness of AI interactions. By automating routine tasks, CareAI frees human agents to focus on more complex cases, equipping healthcare organizations to deliver virtual care that is both compliant and compassionate on a large scale.
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Dave Rhodes, CEO of Calabrio, emphasized the need for safe and clear communication in healthcare settings. “Healthcare providers and patients deserve safe, easy to understand, and timely interactions whether from a human or virtual agent,” said Rhodes. “Our partnership has helped create innovative solutions for patient care contact centers. Technologies like Auto QM and Trending Topics help healthcare providers offer more consistent, empathetic, and high-quality care at scale. These tools are making real change by facing critical healthcare challenges with practical, results-driven innovation.”
Calabrio’s solutions designed specifically for healthcare use specialized language models and patient context to ensure accurate communication between human and AI agents. This approach converts patient call data into actionable insights that support improvements in healthcare quality. By analyzing interactions closely, CareAI helps organizations identify areas for enhancement and implement meaningful changes.
Recognized as a leader in AI-powered healthcare innovation, CareAI offers automated quality assurance and valuable insights derived from patient conversations. These tools provide measurable cost savings and boost efficiency, which benefits healthcare providers by enabling them to focus resources on delivering better patient care.
Overall, Calabrio’s CareAI advances patient care by blending empathy with artificial intelligence. The platform’s ability to improve communication, reduce operational burdens, and provide high-quality virtual care is transforming how healthcare organizations meet the evolving demands of patients and providers alike.
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