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Calabrio, a leader in workforce and conversation intelligence, has announced the expansion of the CareAI healthcare initiative. By integrating generative artificial intelligence (GenAI), CareAI is reshaping patient care by streamlining access and alleviating staffing shortages to deliver more compassionate, efficient healthcare.

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."

Specifically designed for healthcare, Calabrio’s solutions leverage domain-specific language and patient context to ensure accurate communication between AI and human agents. This enables the conversion of patient call data into meaningful quality enhancements. With features like automated quality assurance, actionable insights from patient conversations, measurable efficiency gains and real-world cost savings, CareAI is driving meaningful enhancements to patient care and setting the standard for AI-driven improvements in healthcare delivery.

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.