The Infinitus commitment to patient safety, transparency, and responsible AI While AI is dominating many conversations in healthcare, relatively few organizations in the space actually use generative AI tools, according to a recent survey. Among the primary reasons why are concerns about hallucinations, accuracy, and reliability. At Infinitus, we are committed to our mission of improving access, adherence, and affordability in healthcare – but along with that goal, we’re also committed to holding our technology to a high standard for the customers that we serve. We understand that, as with any new technology, our customers may initially have questions about using an AI solution that deals with sensitive health data. With that in mind, I’d like to explore the pillars of our approach to creating a safe, effective, and innovative healthcare AI solution. Patient safety, privacy, and security Infinitus’ customers send us protected health information (PHI), which can include patient demographics, provider/practice demographics, CPT codes, diagnosis codes, and other data, so that we can perform payor, pharmacy, and pharmacy benefit manager (PBM) calls on their behalf. This data is secured according to HIPAA guidelines, and no PHI is ever used to train the Infinitus digital assistant or any of our machine learning models. We are SOC II compliant and HIPAA compliant, and follow HIPAA Safe Harbor Guidance. Responsible AI and transparency We maintain ongoing communication with our customers, and are committed to being transparent about our processes and our technology. We’re clear about how we’re training our AI models, how we’re ensuring data is kept secure, and how we’re ensuring the Infinitus digital assistant’s work is reliable, among other key issues, including our commitment to responsible AI. We have broken our interpretation of what that means into four core areas: 1. Avoidance of bias This is something we take extremely seriously. To reduce the risk of bias at Infinitus, we: use a variety of data sources to train our AI models, so that they are not biased towards any one particular group of people monitor our AI models for signs of bias, and take steps to correct any biases that we find educate our employees about AI bias and how to avoid it. are committed to being transparent about our efforts to avoid AI bias. We are committed to developing and using AI in a responsible manner that benefits everyone. In addition to training machine learning models while mitigating bias, Infinitus is committed to reducing bias by continuously testing our models through a combination of human and machine learning-based reviewers. You can learn more here. 2. Careful vendor selection and management Infinitus has a formal management process for selecting vendors that includes privacy, security, and ethical considerations. The team charged with conducting these evaluations is responsible for ensuring that any vendors Infinitus internally uses follow the same standards that Infinitus holds itself accountable to. 3. Continuous monitoring Human monitoring of machine learning models is critical. To achieve this, Infinitus has a Governance, Risk, and Compliance (GRC) council that meets monthly. The GRC council is continuously evaluating, and when necessary updating, our approach to bias testing and reduction. 4. Employing guardrails at every level Responsibility extends into reducing risks and unintended consequences, which is why we believe it’s critical to keep humans in the loop and to build guardrails into AI models. At Infinitus, human reviewers ensure that the data collected by our digital assistant is correct, and can be pulled into any conversation if the digital assistant runs into a roadblock. Personalized service From the moment a partnership begins with Infinitus, our customers are assigned a dedicated team to oversee implementation, pilot calibration, and eventual ongoing collaboration to ensure all needs are being met and goals are being reached. We have a formal process for ensuring our team can collaborate with our customers’ teams in an effective and efficient manner; as one customer described it, the Infinitus “team treated [them] as peers and built really good mutual respect and rapport.” Continuous performance and improvement At Infinitus, we are customer obsessed. I’ve said this before, but we consider every entity in healthcare that we impact to be a customer, and we’re focused on remaining innovative so that we can help make all of healthcare more efficient. We meet regularly with our customers to analyze performance, discuss high-priority items, and explore how we can improve, while also staying up to date with changes to the healthcare landscape, continuously adding to the Infinitus knowledge base, and creating new capabilities for the Infinitus digital assistant. Learn more about how we’re saving hundreds of thousands of hours for the US healthcare system.