Artificial intelligence communications company Infinitus on Thursday launched a risk detection system that ensures AI agents correctly triage patients, regardless of the expressed intent of the interaction.
The solution, called Clinical Escalations, continuously assesses risk during interactions so organizations can reclassify events as urgent clinical situations if necessary. Clinical Escalations uses the industry standard Schmidt Thompson Call Prioritization Index (CPI) framework to assign a severity score to each interaction.
Ankit Jain, CEO and co-founder of Infinitas, told Fierce Healthcare in an emailed statement that many patients cannot identify when their “symptoms have reached the emergency zone” and recordings do not allow for follow-up questions.
“The risk is under-triage, where patients are assigned a lower level of urgency than their condition actually warrants,” Jain said. “That’s the problem we built Clinical Escalation to solve.”
Jain said the company started investing in new capabilities as soon as its AI agents started interacting with patients. “Recognizing emergencies and escalating appropriately is an essential requirement to safely automate patient-facing conversations,” said Jain.
Jain said the solution is “uniquely trained to monitor real-world patient conversations with a special focus” on high-priority cases.
“Regardless of how a patient describes their situation, it will be tested across the full range of ways patients communicate naturally, taking into account changes in literacy, emotional state, verbosity, and clarity,” Jain said. “All interactions are scored in real time and recorded for human review, giving clinical teams a record of every escalation decision made by the system.”
One organization piloting the tool is Accompany Health, a comprehensive home care provider.
Dr. Azalea Kim, chief product officer and senior vice president of operations at Accompany Health, told Fierce Healthcare in an emailed statement that the organization works with a “dual eligible population,” many of which consist of patients “facing complex health challenges and social needs.”
“Our care is 24/7, and we need technology that supports our care teams to be reliable, safe, and most importantly, human-centered,” Kim said. “We are therefore pleased to work with Infinitas to strengthen our triage capabilities and respond to patient needs as quickly as possible.”
This latest feature follows the April launch of Infinitus Studio, which the company is touting as the first healthcare-specific AI agent builder. And in February, Infinitus launched a suite of AI tools for health payers to improve member engagement.
Clinical Escalations is now ready and available to all Infinitus customers, Jain said.
