Calabrio, a leader in workforce and conversation intelligence, has announced the expansion of its CareAI healthcare initiative, which leverages generative artificial intelligence (GenAI) to tackle two of the industry’s most pressing issues long wait times and staffing shortages. By addressing these challenges, CareAI is significantly improving the healthcare experience for both patients and providers.
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Now entering its second year in partnership with healthcare leaders and DIGITAL, Canada’s Global Innovation Cluster for digital technologies, the expansion represents a groundbreaking step in applying healthcare-grade Quality Management to GenAI. The enhanced system trains AI models to assess empathy, safety, and clinical effectiveness in virtual care interactions. With this innovation, human agents are free to focus on complex patient cases, while CareAI ensures that AI-driven care meets strict compliance and quality standards.
“Healthcare providers and patients deserve safe, easy-to-understand, and timely interactions whether they’re speaking to a human or a virtual agent,” said Dave Rhodes, CEO of Calabrio. “This partnership has helped us develop and launch innovative solutions for patient care contact centers. With tools like Auto QM and Trending Topics, healthcare organizations can consistently deliver empathetic, high-quality care at scale. We are addressing critical industry challenges with real-world, results-driven innovation that is transforming healthcare.”
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Calabrio’s healthcare-focused solutions are built with domain-specific language models and incorporate patient context to ensure precise communication between AI and human agents. This approach transforms raw patient interaction data into proactive quality improvements, helping healthcare organizations continuously refine care delivery.
By integrating automated quality assurance, actionable insights from patient conversations, and cost-saving operational efficiencies, CareAI is setting a new benchmark for AI-driven healthcare transformation. Providers benefit from improved service delivery, enhanced patient satisfaction, and the ability to scale virtual care without sacrificing empathy, compliance, or clinical quality.
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As the healthcare sector faces ongoing pressure to do more with fewer resources, Calabrio’s expanded CareAI initiative stands as a powerful example of technology meeting human needs, creating a future where accessible, compassionate, and efficient care is the standard.
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