CareAI
An AI-driven platform to manage virtual and human agents for telemedicine and patient contact centers.
Project Overview
Updated September 9, 2024
The Problem
Even by pre-pandemic forecasting, Canada is set to face a shortage of over 100,000 nurses by 2030.1 While investments in telemedicine and patient contact centers have helped to increase patient access, they’re still limited by traditional labour shortages as physicians face a high level of burnout when it comes to managing their practices.
There is an ever-growing opportunity to automate and streamline the workflows and workforces of these distributed models of care to provide highly efficient and effective care.
How We Are Solving It
Led by Calabrio Canada (formerly known as Wysdom.AI) in collaboration with ORX, WELL Health Technologies and Queen’s University; the CareAI project will aim to address these limitations within the Canadian and U.S. healthcare sector to accelerate the industry’s response to the labour crisis.
CareAI will be a comprehensive, AI-driven commercial platform that manages both virtual and human agents for telemedicine and patient contact centers, enabling world-class patient and provider experiences. Using two modules able to be deployed together or separately, the project team aims to address critical inefficiencies in the healthcare sector, improve patient experiences and reduce operational costs using generative AI technology – with the ultimate goal of creating a unified, optimal and streamlined experience for both patients and the healthcare providers supporting them. These modules are:
- Unity Agent by ORX – A robust suite of AI-driven models crafted to streamline healthcare delivery by automating routine administrative tasks, engaging patients and translating patient data into actionable insights to help support clinical decision making.
- Workforce Unity Platform by Calabrio Canada – Acting as the operational core, the Workforce Unity platform meticulously manages both virtual agents (like Unity Agent) and human agents to seamlessly integrate various aspects of patient care and administrative processes, from initial inquiries to post-care follow-up. It employs a groundbreaking AI methodology, utilizing proprietary, healthcare-specific AI models to oversee performance and accuracy of active AI models to monitor and flag outputs in real-time as part of the critical importance of trust and reliability in healthcare technology.
The project will also introduce ‘Oversight AI’—a groundbreaking field of AI dedicated to elevating the monitoring of both human agents and large language models (LLMs) through ‘Human in the Loop’ (HITL) and ‘Human on the Loop’ (HOTL) frameworks. This strategic integration, enhanced by tools for detailed metrics extraction and robust alerting systems, has potential for not only unmatched accuracy and personalization in patient communication but also to set a new standard for compliance with evolving healthcare regulations.
CareAI will aim to revolutionize the healthcare industry with widespread global adoption, in addition to its potential to extend beyond provider-based telemedicine and patient contact centers to other healthcare markets like insurance, life science, and digital health industries. This consortium will target a new benchmark for excellence in patient communication and administration across both Canada and globally, affirming Canada’s leadership in healthcare technology innovation.
