2025 was a year of momentum at Infinitus, but more importantly, it was a year of meaningful progress for patients navigating an increasingly complex healthcare system.

In 2025, our agentic communications platform automated calls on behalf of 1.17 million patients and 20% of providers in the U.S. Behind those numbers are real people who need access to medication, have pressing questions for their health insurance company, or simply must navigate a process that too often creates friction instead of support. 

That focus on patients shaped everything we built in 2025. From launching our patient-facing agents to supporting direct-to-patient (DTP) initiatives, our work was designed to help organizations engage patients at scale without sacrificing trust, accuracy, or empathy. The results have set the stage for 2026 and beyond – starting with what has proven to be our busiest reverification season yet.

Read on for a recap of the key product releases and updates of 2025 that have made this possible, and how a year of intentional building continues to translate into better outcomes for the patients who depend on it most.

Patient-facing innovations

Our focus was and continues to be meeting patients where they are, whenever they need support. Highlights of our patient-facing innovations in 2025 included:

Go-live of patient-facing AI agents

We kicked off 2025 by expanding beyond the back office to support patients directly. With the go-live of AI agents that conduct health risk assessments (HRAs) and inbound patient support. Patients report a 90% satisfaction rating after speaking with these agents. 

Additional launches and enhancements in 2025 included:

Next-gen clinical AI agents

In the second half of 2025, we launched our next-generation clinical AI agents. Designed to be empathetic, clinically aware, and safe, these agents understand clinical context and know exactly when to educate, reassure, and escalate. This allows healthcare organizations to extend the care team’s reach without adding workload, reserving human expertise for the most sensitive, high-stakes moments.

Additional empathetic personas and voices

We introduced high-quality, empathetic voices and personas tailored to meet the emotional needs of different patient-facing use cases, ensuring every patient feels heard and supported from the first interaction.

Meeting patients where they are

We introduced 24/7 inbound support, omnichannel capabilities, and Spanish language support so patients can get instant answers whenever they need help, regardless of their primary language, accessibility barriers, or literacy levels. 

​​Supporting pharma DTP initiatives

As pharmaceutical companies shift toward DTP business models, Infinitus introduced a dedicated agentic AI suite that serves as the connective tissue for the end-to-end DTP journey:

  • Providing wrap-around support: Delivering 24/7, MLR-approved answers to patient questions regarding dosage, storage, and affordability from the “first search.”
  • Recovering “cart abandonment”: Proactively reaching out to resolve cost or access issues for incomplete prescriptions and completing enrollments via phone.
  • Delivering price transparency: Automating benefit checks to provide clear, real-time copay estimates at the point of purchase.
  • Driving ongoing engagement: Supporting adherence through proactive outreach and refill coordination, specifically during the high-risk early weeks of therapy.

Back-office administrative innovations

In 2025, we continued to focus on removing administrative friction to help accelerate time-to-treatment. In fact, many processes that previously took days are now turned around for our customers in six hours or less.

Expanded eBV for MM and PBM 

We expanded our direct integrations with major payors, including Humana and Express Scripts, for electronic benefit verifications (eBV) across both major medical and pharmacy benefits. By prioritizing a digital-first approach and obtaining data directly from payor systems, we can reach more payors who prefer digital interactions over phone calls, drastically improving turnaround times and ensuring patients get on treatment faster.

Insurance discovery and eligibility

Missing or bad data in enrollment forms is a major challenge – for example, outdated insurance information, which leads to delays and confusion. To solve this, we released AI agents that can help with rectifying and identifying active insurance for Medicare and commercially insured patients, and can validate the quality of data by performing a quick eligibility check.

Automated collection of missing information

Our AI agents can now call provider offices to collect missing information, clinical documentation, signatures, or approvals. By automating these touchpoints, we ensure that patient access, adherence, and affordability are never compromised by incomplete paperwork

Prior authorization appeals follow-up

Prior authorization status and PA appeals status can be difficult to follow – but crucial to attain. Our AI agents can now follow up on PA status periodically until a final decision is reached, so that patient care doesn’t get stalled due to paperwork. 

Patient-in-the-loop for live patient consent 

Our AI agents can now conference patients into payor calls to provide live consent, eliminating “third-party refusal” bottlenecks and resolving authorization delays on the spot.

Provider-facing coordination

We also focused on automating provider-facing coordination to accelerate patient access to care.

Appointment scheduling 

Infinitus AI agents are now calling healthcare provider offices to schedule appointments on behalf of patients. This ensures care is never delayed by a patient’s inability to navigate complex office schedules or wait on hold during business hours.

Provider directory confirmation

Beyond care coordination, Infinitus supports industry partners with enterprise-scale provider directory confirmation. Our AI agents conduct high-volume calls to provider offices to verify provider information, such as network status and contact details, ensuring online directories remain accurate and compliant.

Interoperability and connectivity

In 2025, the Infinitus team also focused on creating a seamless, “plug-and-play” bridge between AI and our customers’ core systems.

Model Context Protocol (MCP) server

We became one of the first healthcare platforms to launch an MCP server. It acts as a ‘USB-C port’ for AI applications, a standardized connection that replaces fragmented custom integrations. Organizations can now connect existing APIs and trigger Infinitus agents through simple, natural language queries, enabling workflows from benefit verification to PA follow-up without rebuilding infrastructure or custom development.

Accelerated integration with MuleSoft templates

Pre-packaged MuleSoft templates provide plug-and-play connectivity to Salesforce Health Cloud and Life Sciences Cloud. By automating the data exchange, verified patient data flows seamlessly from Infinitus into your system of record, reducing technical complexity and accelerating your time-to-value.

Analytics and insights 

We also worked to transform call data into actionable insights for our customers.

Business-level performance tracking

Our centralized dashboards provide real-time performance analytics across all use cases. Business leaders can track high-level metrics like task completion, outcomes, average handle time, and AI agent utilization rates to help quantify ROI, identify bottlenecks, and ensure maximum operational uptime.

Payor insights

Infinitus customers conducting payor-facing interactions can now analyze payor-specific insights to understand product coverage trends, PA denial reasons, and shifting payor requirements. This real-world intelligence enables customers to refine access strategies based on actual interaction patterns and live payor behavior.

Patient and provider insights

Organizations conducting patient and provider interactions can now gain sentiment and behavioral insights across all voice and digital touchpoints. Identify commonly asked questions, friction points, and drop-off moments that enable continuous optimization of call flows to improve engagement and drive adherence.

Safety and security

Adverse event detection

We introduced SAGE (Safety Adverse-event Guidance Engine) system that employs sophisticated natural language processing and machine learning models to scan every call and identify potential adverse events. This allows us to meet pharmacovigilance and regulatory compliance with high recall and low noise, despite these events being extremely rare.

AI review

Early this year, we expanded AI review to prior auth follow-up phone calls. With upgrades to our auto-review system along with automatic quality assessment, we have expanded AI review to all call volume across benefits verification and prior authorization. This makes quality checks consistent and allows us to send trustworthy patient benefits data back to customer

FastTrack AI copilot innovations

We also released updates for FastTrack, the AI copilot for high-performance teams.

Intelligent queue management

FastTrack optimizes call efficiency from start to finish. It determines the best time to call each payor based on historical hold patterns and real-world interaction data, then automatically queues the next call while the operator completes their current wrap-up, eliminating idle time and maximizing team productivity.

AI-generated call summaries

To slash post-call processing time, FastTrack now creates human-readable call summaries automatically from transcripts immediately after every call. This allows specialists to verify outcomes in seconds rather than drafting manual notes, enabling them to move immediately to the next patient in need.

End-to-end test call flow

To simplify onboarding and troubleshooting, FastTrack now includes a built-in test call flow. This allows users to confirm audio quality and practice using the copilot’s features without placing a live call to a payor, giving teams the confidence and readiness they need before they go live.

Looking ahead to 2026 and beyond

The product advancements outlined above represent the highlights of 2025 – designed to support real patient needs at scale. With exciting new capabilities on the roadmap and more patients, providers, and payor teams to support, Infinitus remains focused on building what healthcare needs next.

If you’re interested in learning more about the work we’re doing to drive better patient outcomes, reach out to our team today. Or, if you’re interested in joining our mission, we’ve got good news: We’re hiring.