All AI/NLP

Picture a patient access coordinator five minutes before a call with a patient. She needs the insurance eligibility status, which lives in one Customer Relationship Management (CRM) tool. She needs the case history, which lives in another system entirely. She needs the payor’s specific documentation requirements, which are in yet another portal she has to...

NOTE: This post is an excerpt of our ebook Leading with trust: A people-first guide to AI integration in healthcare. Click here to access the full publication. When healthcare teams adopt AI solutions, they can unlock significant efficiency and innovation at every stage of the patient journey. But, such adoption requires careful change management, cross-functional alignment, and a...

In AI evaluation, pass@k measures capability: given k attempts, what is the probability that at least one output is correct? For example, imagine an AI generating prior authorization summaries. If the model produces five variations and at least one meets the desired result, that counts as a success. If this happens in 92 out of...

Just like the most committed New Year’s resolutioner, the US healthcare system goes through a reset every January. Insurance benefits restart, prior authorizations must be reapproved, and coverage details shift overnight.    For patient access teams, it triggers a sudden surge of work that many insiders refer to as “Blizzard Season.” (You may know it better...

Adverse event (AE) detection is vital for pharmacovigilance and regulatory compliance. To address this need, Infinitus developed SAGE, a robust NLP system that detects AEs using a human-in-the-loop approach.  While LLMs are exceptional at identifying potential events, their broad contextual awareness often introduces noise, misinterpreting unrelated phrases as safety concerns. To solve this, we leverage...

Historically, adverse events (AEs) were reported through tightly controlled and clearly defined human channels like call centers or nurse lines. But today, patients interact across many more touchpoints – phone, yes, but also chat, text, portals, email, etc. – and that means any of those channels could be the first place a patient mentions an...

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...

It’s a question leaders across the healthcare ecosystem are grappling with, so it’s no surprise it’s a question I’m getting asked with increased frequency: Does it make more sense to build AI solutions in-house, or buy them from a vendor? Before you assume my answer because of my role at Infinitus, I’ll be the first...

While many industries are experiencing AI fatigue and disappointment, healthcare remains a major exception. The need is real, the use cases are tangible, and momentum is going to keep building next year. That’s what makes looking ahead to the next year in healthcare AI genuinely exciting. I’ll admit last year’s predictions, I got a number...

Patients are asking more questions than ever, and often at times when their care teams can’t respond. In our recent research, 83% of patients said their healthcare questions come after hours. Gaps like this create anxiety and slow down care. Which is a big part of why we are excited to introduce a major advancement...

The AI agent space in healthcare is crowded, and getting busier by the day. This is a good thing in many ways – but also a problem, especially for some payors. Why? Because calling payors to acquire benefits and eligibility data isn’t easy to do with AI. A simple wrapper around a generic LLM is...

For all the talk of transformation and possibility, this moment actually feels like an inflection point for patient access and support.  That was the overwhelming feeling at the 2025 Patient Support Services Congress, where Infinitus’ Joshua Feazell and Michele Angelaccio of Novartis took the stage for a candid conversation about AI in patient access and...

NOTE: This post is an excerpt of our ebook The agentic AI workforce is coming to healthcare. Click here to access the full publication. AI will never fully replace healthcare workers. But it will change how a human healthcare workforce is structured and what people actually do at work. This is a good thing for...

When the ball drops on New Year’s Eve, most people are counting down to a fresh start. But for many patients, that countdown comes with a different kind of anxiety: whether their insurance will still cover the medication they depend on come Jan. 1. Each new year brings plan resets, coverage shifts, and formulary updates...

NOTE: This post is adapted from Understanding the unmet support needs of patients, our survey of 500 patients with chronic illnesses, intended to better understand their struggles. You can read the full report here. Earlier this year, we surveyed patients in the US with five different chronic illnesses to better understand their experiences with access and support....

As healthcare moves from “more channels” to “outcomes,” the industry needs a new kind of platform that can coordinate complex communications workflows and orchestrate them across silos. That’s what’s behind the need for agentic communications, which automates communication needs across the healthcare landscape. If you’re new to the idea of agentic communications or are just...

Over the last 20 years, technology has improved in almost every area of healthcare. Ambulatory scribes have helped doctors reduce “pajama time,” the unpaid hours they spend completing admin work. Telehealth has helped patients receive care without ever having to leave their homes.  But the major exception happens to be the thing that healthcare in...

In addition to our patient-facing and provider-facing agents, we have voice AI agents that call payors on behalf of healthcare providers to collect detailed patient benefits and prior authorization data. On these long and complex phone calls, our AI agents operate on a multi-modal, multi-model platform adhering to each customer’s unique standard operating procedures (SOPs)...

NOTE: This post is adapted from Understanding the unmet support needs of patients, our survey of 500 patients with chronic illnesses, intended to better understand their struggles. You can read the full report here. Receiving a diagnosis can bring with it relief, but also anxiety and plenty of questions. What does it mean for your...

Output extraction is the process of converting messy, unstructured inputs into structured data fields that downstream systems can use. At Infinitus, this capability powers digital healthcare infrastructure,  enabling us to provide a turnaround time of as little as 30 minutes for customers.  Back-office healthcare tasks like benefit verification require pulling data from multiple sources –...

We were so fortunate to have had a great group of engineering and product interns this summer, who took part in a number of influential projects at Infinitus, including multilingual capabilities for patient-facing calls, a privacy-focused and scalable call analysis solution, and MCP support for Infinitus APIs (which we even put out a press release...

Note: This post is excerpted from our report, The agentic AI workforce is coming to healthcare. The AI industry is evolving rapidly, so it can be hard to keep up with all the changes and advancements to the technology, especially as they relate to AI agents.  To help, we’ve compiled seven questions that can help you...

Healthcare data is scattered across many disparate sources, which means healthcare data communication happens via a complex combination of portals, APIs, faxes, and phone calls. This adds up to a major administrative burden for providers’ offices, as they work to ensure patients can get on the medications they need. The process is far from ideal...

Note: This post is excerpted from our report, The agentic AI workforce is coming to healthcare. You may be wondering: While voice AI agents’ capabilities sound great, will people really talk to AI? The answer is yes – and they already do. Many (if not most) people in the US talk to AI every day,...

This month, the Infinitus team launched new features to: And that’s just a sample. Read on for more details, or contact us directly to learn more about how to get started with our voice AI platform. Spotlight: Task summary blurbs for prior authorization follow-up tasks Infinitus customers now receive human-readable summaries for information collected on...

Technology has transformed how we engage and transact with businesses, yet while many industries have modernized, healthcare remains slow to embrace change. In fact, many healthcare entities still rely on fax machines and phone calls between providers, patients, and payors to relay information and coordinate care. This manual coordination is one of the main culprits...

It’s never been easier to create a great AI agent demo – even in healthcare. But the speed from ideation to demo and the ease with which a demo can be created can hide a very important fact: One impressive AI interaction doesn’t mean you’ve found or built the right solution; it just means the...

Automating benefit verification phone calls saves time in healthcare and helps patients receive treatment faster. It is critical to obtain highly accurate information in these phone calls because it can affect a patient’s healthcare journey. However, it is also very difficult to extract all the required information from real-time streaming speech-to-text (STT) models with high...

Even though just four health insurers control 50% of the U.S. market, there are more than 900 payors in the country. And for each payor, there are often multiple phone numbers for different plans (Commercial, Medicaid, Medicare Advantage, etc.), different groups, and so forth.  This complexity is compounded by the lack of a standardized naming...

When it comes to artificial intelligence in healthcare, there’s no room for error. The stakes are incredibly high, making safety and accuracy non-negotiable. This raises a fundamental question for developers: What’s the best way to build safe AI systems? Should you design them to be incapable of making mistakes from the start, or should you...

At Infinitus, our voice AI agents can call payors on behalf of healthcare providers to collect detailed patient benefits and prior authorization data. These calls are complex and lengthy (often over an hour), and require navigation through convoluted IVRs, long hold times, and transfers to human representatives.  Our AI agents operate on a multimodal, multi-model...

Not every patient wants a phone call, but many do. So many, in fact, that life sciences brand leaders are well aware that the industry has a big problem: Phone calls from human healthcare workers – especially from highly trained staff like nurses – don’t scale. And yet, we know healthcare phone calls work. Studies...

Often, new solutions for call center staff claim that they’re powered by AI when in reality, they’re just hoping to capitalize on a buzzworthy phrase. At best, these tools may offer a simple wrapper around an existing GPT model and call it a day.  This matters because GPT on its own cannot do what FastTrack™,...

We are excited to announce that FastTrack™, the first purpose-built AI copilot for healthcare, enters general availability today. FastTrack is an enterprise-ready AI copilot that enables healthcare staff, such as reimbursement specialists, to bypass tedious IVR systems and avoid hold times. This helps healthcare companies to save time so they can serve more patients. Whether...

We’re excited to announce a SMART on FHIR application that can support electronic health record (EHR) integrations across our product suite. With this app, Infinitus solutions can be launched directly from within popular systems of record for health systems. The solution enables users of these systems to trigger offerings in the Infinitus platform, like our...

We’re excited to announce a strategic partnership with Salesforce, enabling Infinitus voice AI agents to be activated directly from Life Sciences Cloud. With the partnership, Life Sciences Cloud users can utilize our voice AI agent to call payors and pharmacy benefit managers (PBMs) to verify insurance benefits, navigate prior authorizations, and check the statuses of...

Helping patients access therapy as efficiently as possible is critical to improving outcomes. This is just one of the reasons electronic benefit verification (eBV) solutions are popular – they represent a streamlined approach to getting the data that makes medication access possible. But with so many options on the market, and as technology and AI...

We’re excited to announce our AI eBV+ solution for patients covered by commercial insurance seeking access to specialty medications. Along with our existing instant Medicare Part B benefit verification offering, we are proud to now offer our customers a comprehensive AI-powered solution that goes beyond traditional eBV solutions and empowers healthcare providers to unlock medical...

Frequently, our customers have described the Infinitus AI agent as a super-productive member of their teams. And while we focus on creating products that augment busy healthcare workers – and don’t replace them – we understand why some think of our agent like a coworker. We’re officially in the era of “AI co-workers” after all. But...

We often speak about the importance of humans in the loop in AI, and how Infinitus uses humans in concert with our purpose-built AI system. Our human experts serve a number of roles in our ecosystem, including stepping into live calls the Infinitus AI agent is conducting with payor representatives. This may occur if the...

Our customers have referred to Infinitus voice AI agents as the best performers on their team. And while these AI agents may seem like magic to the payor representatives, patients, and providers they speak to, it is in fact the Infinitus knowledge graph that powers much of the agents’ capabilities.  Those capabilities are anything but...

AI agents are everywhere, with some news outlets proclaiming them to be the future of AI. We don’t disagree.  At Infinitus, we talk a lot about our voice AI agents and fully digital AI agents, and the technology that powers them. Infinitus voice AI agents make phone calls to commercial and government payors on behalf...

How we use humans in concert with our multi-model, multimodal AI system to deliver real efficiency to over a dozen Fortune 500 healthcare customers Automating administrative phone calls in healthcare is no easy feat. The benefit verifications and prior authorization inquiries Infinitus automates can be an hour long, with hundreds of back-and-forth interactions that require...

Increasingly employer-sponsored plans are including copay accumulators, copay maximizers, or alternative funding sources as part of their plan design. In fact, estimates suggest about half of all lives covered by commercial insurance are enrolled in a plan that utilizes a copay accumulator and/or a maximizer.  If your team is responsible for guiding individuals through coverage...

Chatbots are everywhere in healthcare news, with some outlets even proclaiming the AI-powered technology to be “the future of healthcare.”  At the same time, you’ve likely heard about conversational AI’s potential to transform the industry too.  But when it comes to provider- or payor-facing communications, like phone calls to retail pharmacies or major medical insurance...

2023 will go down in history as the year artificial intelligence in its current incarnation went mainstream, and it won’t be slowing down this year. To many, the technology’s arrival – and pressure to be incorporated at work – felt sudden. Regardless, the healthcare industry is in dire need of the kind of help AI...

It’s just a phone call. What could be so complicated? At first consideration, conducting – and even automating – phone calls to major medical payors and pharmacy benefit managers (PBMs) to perform benefit verifications doesn’t seem as if it should be all that complex. After all, these calls are extremely common, extremely frequent, and entirely necessary....

At Infinitus, we spend a lot of time talking about the advantages of benefit verification automation. AI can transform healthcare’s back-office administrative processes, helping create time for the industry to improve access, adherence, and affordability – something we’re committed to as an organization. But why is benefit verification, specifically, a strong fit for automation?  Read...

Benefit verification is one of the first steps after a patient schedules an appointment or is prescribed medication, but that doesn’t mean it’s a quick, easy, or inexpensive task. In fact, studies show that up to a quarter of total national healthcare costs can be chalked up to administrative expenses like benefit verification. Despite attempts...

Depending on your company and role within healthcare, you’re either researching AI, experimenting with AI, or scaling up your approach. But regardless of where you are in your AI journey, there are a number of questions to answer and items to mull over.  Here are some key considerations to weigh as you embark upon creating...

For healthcare leaders in 2023, understanding the nuances of artificial intelligence (AI) is essential. Whether you’re a seasoned healthcare professional or newer to the industry, odds are you’re being asked to incorporate AI into your plans.  But the world of AI can be complex, filled with terminology and acronyms that can be overwhelming. Below, we’ve...

AI is everywhere – dominating headlines, business meetings, and even conversations at the dining room table. But as healthcare and pharma leaders, and not necessarily AI experts, many of our customers and partners have questions about the technology.  Machine learning, deep learning, large language models (LLMs), generative AI … these terms are all interconnected, but...

Picture today’s tech landscape as a pendulum in motion, swinging between two distinct poles. At one extreme, there’s a somewhat prevalent notion where AI not only equals, but eventually outshines human intelligence. On the other side, there’s a lingering concern that AI could displace human roles, rendering us obsolete.  This narrative overlooks the fertile middle...

As the American Medical Association puts it, prior authorization creates “a huge administrative burden” for healthcare providers that often delays patient care. Despite this, reports suggest prior authorizations are increasingly common – and are increasingly leading to problems. The good news is: Prior authorization automation – especially in patient access programs – can be a...

At Infinitus, we develop and use artificial intelligence (AI) in a responsible manner. This includes avoiding creating or reinforcing unfair bias. We are optimistic that our AI and machine learning (ML) techniques are fair and unbiased, but recognize that advanced technologies can raise concerns and challenges.  Infinitus provides software as a service (SaaS) applications and...

Artificial intelligence (AI) dominates today’s headlines, with the stories see-sawing between two fears: AI will take over our brains, or humans will also lose their jobs to AI. “AI doomerism,” as the Techdirt blog calls it, sees little middle ground between humans and AI.  But at Infinitus, we have a more positive vision of the...

The new year is a time of hope and renewal, of setting goals and refocusing on the big picture. But it is also a time of uncertainty when it comes to health insurance; with the new year comes changes in health insurance coverage, cost share, and authorization requirements. This annual cycle creates uncertainty for patients about...

Recently there have been huge advancements in the ability of large language models (LLMs) to handle conversational systems. In many practical industry settings, the conversational AI systems we want to build are task-oriented dialog systems (TODs). In these systems, the goal is to help a user complete a task or collect certain information. For many...

There hasn’t been as much production level automation in longer form conversations, including phone calls, but there is a need for it. Many business operations today still happen over the phone and we discuss how we are solving these issues.

We’re excited to announce that the Infinitus AI Benefit Verification offering is now generally available, and that we have raised $21.4 Million in Series Seed and Series A funding from Kleiner Perkins and Coatue Management.

Today, my co-founder Shyam Rajagopalan and I are introducing the world to Infinitus, a voice robotic process automation (Voice RPA) company targeted to reduce the complexity and cost of healthcare in the United States. We have been working on this project since February 2019 and are excited to share our progress on it on this blog over the coming years.

In this post, I outline some of the breakthroughs we have had to make and preview some of the exciting technical challenges that lay ahead.

This week, we’re excited to be featuring Conal Sathi. Conal has been building the computer brains that drive the conversations that the Infinitus digital assistant has. From rule based systems to self-learning models, Conal has been pulling out all stops to make sure our customers are getting the most out of their Infinitus experience.