Infinitus Launches Tool to Evaluate All Healthcare Conversations, AI or Human
Infinitus Systems announced Lens, a conversation analysis engine that scores both AI agent calls and human-led calls against the same standards. The tool addresses a long-standing gap: most healthcare organizations review only 2-5% of patient interactions, leaving 95% of conversations unexamined for compliance issues, unreported safety events, and missed care opportunities.
The platform automatically evaluates every conversation for quality, sentiment, and safety compliance. It flags adverse events and product complaints for rapid review, surfaces coaching opportunities for staff, and identifies patterns across thousands of calls that individual teams might miss-like prior authorization bottlenecks or population-level adherence signals.
Healthcare organizations face mounting pressure to handle more patient interactions without expanding headcount. Pharma patient support programs and payors struggle without a unified way to monitor both their human teams and AI agents. Lens treats them as equivalent, applying identical evaluation criteria to each.
Ankit Jain, CEO of Infinitus, said the tool gives leaders "100% visibility into their team's interactions for coaching and recognition of agents, but also insights to improve their programs to drive better patient outcomes."
What Lens Does
- Full coverage: Every conversation gets scored for compliance and quality within minutes, not sampled manually.
- Safety detection: Specialized algorithms identify adverse events and product complaints for immediate escalation.
- Coaching with evidence: Managers cite specific moments in calls when coaching staff, rather than relying on vague feedback.
- Program insights: Aggregate data reveals trends-coverage denials, adherence patterns, prior auth delays-that individual interactions wouldn't expose.
Infinitus powers more than 100 million minutes of healthcare conversations. The company raised over $100 million from Google Ventures, Kleiner Perkins, Andreessen Horowitz, and Coatue, and works with 44% of Fortune 50 healthcare companies.
The launch follows Infinitus Studio, a no-code builder for creating AI agents in healthcare.
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