This month, the Infinitus team launched new features to:

  • Detect and appropriately handle clinical risk in real-time
  • Ensure inbound calls from patients are triaged correctly
  • Change phase mid-call directly in the interface

But that’s not all! Read on to see more updates, or contact us directly to get started with our agentic communications platform.

Spotlight: Clinical Escalations

Clinical Escalations is a real-time clinical risk detection system for healthcare AI agent conversations, built into the Infinitus platform. It ensures AI agents triage patients correctly, regardless of an interaction’s stated intent.

Clinical Escalations works as a background observer that runs alongside an AI agent, monitoring every conversational turn, maintaining a running picture of clinical risk as the conversation evolves, and continuously updating a structured triage signal. When that signal crosses a threshold, a configurable escalation layer fires the actions that our customers define: a warm transfer, a 911 prompt, placement in a nurse queue, or initiating a custom workflow.


Learn more here, or read recent coverage in Fierce Healthcare.

Now available for patient-facing agents 

Inbound triage agent

When a patient needs urgent help, every second matters. The inbound triage agent leverages Clinical Escalations to detect clinical risk in real time, assess urgency, and route callers to the right support. Your team can stay focused where they’re needed most without anyone falling through the cracks.

Now available for FastTrack

IVR confidence indicators

See at a glance where FastTrack is set up to handle navigation on its own. High confidence means FastTrack has it covered. Low confidence means a heads-up to stay close and step in if necessary.

Softphone controls

Stay in control of every call, without leaving the interface. If a call gets transferred or goes back to IVR, you can hand it off to FastTrack or take over yourself, right from where you’re already working.