We are excited to announce that Infinitus has been named one of Fast Company’s Most Innovative Companies for 2023! It is an honor to join the ranks of organizations such as OpenAI, DeepMind, Nvidia, Unlearn, Roblox, and more.
This year’s list highlights businesses at the forefront of their respective industries. According to Fast Company, “These companies are setting the standard with some of the most significant accomplishments of the modern world.” We are humbled to represent our Healthcare customers and large scale deployments using AI and Natural Language Processing (NLP) technology.
#1 Bottleneck in Healthcare Operations = Benefit Verification
As you may know from personal experience or working in healthcare, there are a number of improvement areas. One of the largest time sinks in delivering or receiving care is at the beginning of the care journey - getting benefits verified by your insurance company. The way in which your doctor office or pharmacy verifies your insurance is by making a phone call to your insurance provider. With a high volume of people needing care (we are sicker as a population than ever before), and staffing shortages affecting everyone from the hospital to pharmacy to insurance call centers, hold times are excruciatingly long, and when you reach an agent, often they have to switch between databases and PDFs to find the information your provider needs.
Our technology streamlines administrative processes using speech-to-text, natural language processing, and text-to-speech. In 2022, Eva, our digital assistant, capabilities expanded from one type of benefit verification call to covering 12 kinds of routine back-office healthcare calls. How did we do this? By focusing on ease of use. Let’s dive into this in more detail.
Lack of interoperability & diverse data inputs? Challenge accepted.
There are two major challenges when it comes to automating back-office operations in healthcare. First is interoperability with existing systems such as EHR applications (eg. EPIC, Cerner, SIS) that have been customized over the years. Second is the diversity of data needed to complete each operation. To give you an example, on one Benefit Verification call the types of information that need to be verified varies by payor, plan, drug / therapy, patient financial status (amount paid into deductible, if there are secondary or tertiary insurance options, etc.) among other information.
To address these challenges our product and engineering teams have focused on creating an architecture that allowed our platform to easily ingest the call input data from customers. This ensures the customer can share data in the format easiest for them, via APIs or through a web based application. At the same time it enables our digital assistant to have all of the data she needs to ask questions, and even clarify responses, once connected with a live agent.
In addition to enabling easy onboarding of tasks, we also focused on tooling to enable our Customer Enablement team to easily configure calls with a Conversation Builder. This allows us to templatize the calls we make, and also configure new flows or variations as customers need quickly and consistently.
These are just two of the ways our product and engineering teams are creating novel solutions to complex problems. If you are interested in using the latest technologies for natural language processing, call automation and communications, reach out! We are hiring front end engineers, back-end, full stack and integration experts.