Calabrio, a workforce performance company, is collaborating with industry leaders and DIGITAL, Canada's Global Innovation Cluster for digital technologies, to introduce CareAI. This initiative aims to improve patient-centered care through innovative technologies and operational efficiency.
The partnership, which includes ORX, Queen's University, and WELL Health Technologies, is investing $30 million, with $14 million secured from DIGITAL. Calabrio's recent acquisition of Wysdom has enabled the development of a Bot Analytics solution to enhance interactions between agents and patients.
CareAI will focus on several critical areas in healthcare contact centers, leveraging AI-powered features such as:
Enhanced patient-centric care, providing personalized care while reducing administrative burdens on caregivers.
Addressing forecasted health professional shortages by automating workflows.
Multichannel communication that integrates phone, email, live chat, and social media.
Advanced analytics to boost agent productivity and reduce wait times.
Data-driven support to better understand patient and provider needs.
Scalable operations to meet seasonal demands like flu surges.
“Calabrio has a strong history of providing AI-driven solutions to the healthcare sector,” said CEO Dave Rhodes. “This revolutionary partnership reflects our shared commitment to enabling improved access to healthcare through innovation.”