Infinitus Systems introduced Clinical Escalations on Tuesday, a real-time risk detection system for healthcare AI agents that achieved a 0% under-triage rate in live deployments. The tool addresses a critical gap in patient care by identifying emergent clinical events during routine administrative calls, ensuring patients receive the correct level of medical attention immediately.
Catching hidden emergencies
Patients often do not recognize when their symptoms require urgent care, creating a gap between their stated reason for calling and their actual medical needs. Clinical Escalations applies a continuous, turn-by-turn clinical classification framework to every exchange, allowing the system to reclassify an administrative inquiry as an emergent clinical event.
"Healthcare isn't linear," said Erin Palm, MD, medical lead at Infinitus. "A patient calling for a prescription refill might actually be experiencing a clinical crisis."
Medical validation and training
The system assigns a severity score to every conversation exchange using the Schmidt Thompson Call Prioritization Index, the primary nurse triage protocol licensed by nurse call centers. Infinitus trained the model specifically on real-world triage conversations, emphasizing high-acuity cases and accounting for variations in patient literacy, emotional state, and clarity.
Every exchange is scored in real time and logged for human review, giving clinical teams a complete record of escalation decisions. This transparency ensures that human staff can audit every automated decision the system makes.
Industry adoption and partnerships
Accompany Health is among the organizations integrating the new tool to support patients managing complex medical and social needs. "Infinitus shares those priorities, and we are pleased to be working with them to enhance our triage capabilities and meet our patients' needs as quickly as possible," said Azalea Kim, chief product officer and SVP of operations at Accompany Health.
Infinitus develops infrastructure for AI for Healthcare, recently launching Infinitus Studio, a no-code builder, and Lens, a conversation insight engine. The company has raised over $100 million and partners with 44% of Fortune 50 healthcare companies, according to its website.
Why this matters for healthcare professionals
Automating patient intake and administrative calls carries the risk of missing critical clinical cues. Real-time escalation protocols in AI agents provide a safety net, ensuring that automated systems defer to human clinical judgment the moment a patient's condition requires it.
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