Thursday, January 15, 2026
Healthcare payer contact centers continue to face increasing operational strain. Factors such as CMS compliance requirements, Medicaid redeterminations, seasonal Medicare enrollment spikes, and staffing shortages are driving higher call volumes and tighter budgets. As a result, organizations must strike a difficult balance between automating repetitive tasks and maintaining high-quality human support for complex member needs. The combined Voicegain–TrampolineAI platform addresses this challenge by automating routine interactions while equipping live agents with real-time intelligence when human intervention is required.
Over the last two years, Voicegain has expanded the deployment of Casey, its AI Voice Agent built specifically for healthcare payer environments. Casey manages inbound calls from members and providers, performs HIPAA-compliant identity verification, and resolves common requests related to claims, eligibility, benefits, and prior authorizations. When a call requires escalation, Casey transfers the full interaction context to a live agent through screen pop, ensuring continuity and faster resolution.
Meanwhile, TrampolineAI has developed a generative AI suite tailored for payer contact centers, including Assist, Analyze, and Auto QA modules. These tools monitor conversations in real time using live transcription and generative AI models. They provide agents with instant answers by scanning policy documents such as Summary of Benefits and Coverage (SBCs) and Summary Plan Descriptions (SPDs). In addition, the platform automatically completes compliance checklists and generates structured interaction summaries optimized for payer workflows. Since launching, TrampolineAI has processed hundreds of thousands of member interactions across deployments with major TPAs and health plans.
"Our mission at Voicegain is to enable businesses to deploy private, mission-critical Voice AI at scale," said Arun Santhebennur, Co-founder and CEO of Voicegain. "As we enter 2026, we are seeing strong demand from healthcare payers for a comprehensive, production-ready Voice AI platform. The TrampolineAI team brings deep expertise in healthcare payer operations and contact center technology, and their solutions are already deployed at scale across multiple payer environments."
Following the acquisition, Voicegain will extend the Casey platform with enhanced capabilities, including AI-guided agent workflows, sentiment detection during live calls, and automated quality monitoring aligned with regulatory standards. At the same time, TrampolineAI customers will gain access to Voicegain’s enterprise-grade voice infrastructure, real-time and batch transcription services, and large-scale deployment frameworks, all while maintaining uninterrupted service continuity.
"We founded TrampolineAI to address the significant administrative cost challenges healthcare payers face by deploying Generative Voice AI in production environments at scale," said Mike Bourke, Founder and CEO of TrampolineAI. "Joining Voicegain allows us to accelerate that mission with their enterprise-grade infrastructure, engineering capabilities, and established customer base in the healthcare payer market. Together, we can deliver a truly comprehensive solution that serves the full range of contact center needs."
One third-party administrator already using TrampolineAI reported that the platform’s analytics provided immediate visibility into emerging trends and service gaps across incoming calls, enabling faster operational responses.
Looking ahead, the integrated platform will cover intelligent virtual agent automation, real-time transcription, AI-assisted agent guidance, Medicare- and Medicaid-compliant quality monitoring, and advanced analytics powered by native large language models. Integration efforts are currently underway, and customers are expected to begin seeing the benefits of the combined solution in the first quarter of 2026.
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