Infinitus, an AI communications company that builds agents for patient-facing healthcare interactions, has launched Clinical Escalations, a risk-detection system designed to monitor AI agent conversations and reclassify them as emergent clinical situations when necessary, regardless of how a patient initially describes their symptoms.
The system continuously assesses risk during interactions and assigns a severity score using the Schmidt Thompson Call Prioritization Index, an industry-standard framework for call triage. Every interaction is logged for human review, giving clinical teams a record of each escalation decision the system makes.
Ankit Jain, CEO and co-founder of Infinitus, described the problem the system was built to address: "The risk is under-triage, which is when a patient is assigned a lower level of urgency than their condition actually warrants. That's the problem we built Clinical Escalations to solve." He added that the capability was a precondition for safe automation of patient conversations: "In order to safely automate patient-facing conversations, recognizing and appropriately escalating emergencies is an essential requirement."
Jain said Clinical Escalations is trained on real-world patient conversations and accounts for variations in how patients communicate, including differences in literacy, emotional state and clarity. "It is tested across the full range of how patients naturally communicate, taking into account variations in literacy, emotional state, verbosity, and clarity, regardless of how a patient describes their situation. Every exchange is scored in real time and logged for human review, giving clinical teams a record of every escalation decision the system makes."
Accompany Health, a comprehensive at-home care provider, is piloting the tool. Azalea Kim, M.D., chief product officer and SVP of operations at Accompany Health, described the needs of the organization's patient population: "Our care is 24/7, and we need the technology that supports our care teams to be reliable, safe, and most importantly, human-centered. That's why we are pleased to be working with Infinitus to enhance our triage capabilities and meet our patients' needs as quickly as possible."
Clinical Escalations is available to all Infinitus customers. The announcement follows the April launch of Infinitus Studio, which the company describes as the first healthcare-specific AI agent builder, and a February release of AI tools aimed at healthcare payers focused on member engagement.
