Calabrio has unveiled its new initiative, CareAI, supported by a $30 million investment and $14 million in funding from DIGITAL. The initiative aims to bring advancements to healthcare contact centres by emphasising patient-centred care and operational efficiency.
“Calabrio has a strong history of providing AI-driven solutions to the healthcare sector and its contact center agents interacting with patients. This revolutionary partnership reflects our shared commitment to enabling improved, trusted access to healthcare through innovation, and it will help empower contact centers to play a vital role in enhancing patient and healthcare provider outcomes,” said Dave Rhodes, CEO at Calabrio.
Central to CareAI’s development is Bot Analytics, a solution that improves agent performance and streamlines patient interactions. The technology was propelled forward by Calabrio’s acquisition of Wysdom, a partner in the CareAI initiative, allowing for the integration of AI-driven tools to maximize productivity and return on investment.
CareAI is built around addressing critical challenges faced by healthcare providers and contact centres, delivering innovative solutions through AI-powered tools. One of its key focuses is enhancing patient-centric care by providing personalized, empathetic support.
By automating administrative tasks, healthcare professionals can dedicate more time to direct patient care, ultimately improving patient and caregiver outcomes.
In addition, the platform addresses the projected shortage of healthcare professionals by streamlining workflows and automating repetitive tasks. This ensures that organizations can maintain efficiency and deliver high-quality care, even during staff shortages or increased demand.
CareAI also integrates multiple communication channels into a unified system, including phone, email, live chat, and social media, ensuring seamless interactions and improved patient satisfaction. Advanced analytics and AI tools further boost agent productivity, reduce patient wait times, and offer actionable insights for healthcare providers.
The newly launched CareAI’s AI-driven tools allow contact centres to scale their operations dynamically, adapting to seasonal demands such as flu outbreaks or surges in virtual health consultations.