Infinitus Launches Agentic AI Member Support Suite for Health Plans
Infinitus introduced a new Agentic AI Member Services Suite built to take on rising call volumes and meet the push for digital-first service. The suite automates routine member interactions and keeps communication personal, not generic.
The goal is simple: give members fast answers and free up care teams for issues that truly need a human. It's a capacity play without adding headcount.
What the AI agents do
- 24/7 support for common questions: drug coverage, provider eligibility, and plan benefits.
- Member onboarding and intent triage, with clear routing to human support when needed.
- Works across voice and messaging, including proactive outreach to members.
- Keeps context across interactions, so members don't repeat details every time.
Why this matters for health plans
Plans are under pressure to manage operating costs and improve member experience. Consistency and speed affect key measures like CAHPS and Star Ratings.
For context on these benchmarks, see the CAHPS Health Plan Survey and CMS Star Ratings.
Early performance signals
Infinitus reports its AI agents are 18% more efficient in select workflows, and 90% of users rated the AI voice agent positively. These claims have not been independently verified.
Continuity for complex cases
Context retention is the quiet win here. Members with chronic conditions or layered histories often face repeat explanations during coverage checks for specialist visits, imaging, or specialty meds. Carrying context forward cuts friction and shortens time-to-answer.
CEO view
Infinitus CEO and co-founder Ankit Jain said the suite is built to shift routine service to automated support, giving care teams more time for complex issues. It's a reallocation of effort, not a replacement of care.
Where it fits in Infinitus' broader push
This launch follows the company's December release of patient-facing clinical AI agents, which provide education and guidance and were trained to operate in Spanish with high clinical rigor. Infinitus continues to focus on AI for healthcare call centers and payer operations-especially inbound communication and admin workflows across member services.
Practical next steps for payer leaders
- Start with 3-5 high-volume intents (benefits, eligibility, formulary, PCP changes, ID cards) and measure AHT, FCR, CSAT, and containment.
- Build clear escalation paths to humans with warm transfers and full context handoff.
- Set guidelines for proactive outreach (consent, timing, frequency) across voice and messaging.
- Review privacy, security, and data retention policies; align with HIPAA and internal risk standards.
- Plan for language coverage and accessibility early, especially for Medicare and Medicaid populations.
Upskilling your team
If you're standing up AI-enabled member operations and need structured training, explore curated options by role at Complete AI Training.
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