How Voice AI Agents Coordinate Healthcare and Improve Patient Access with Dr. Erin Palm Infinitus TRANSCRIPT

Dr. Erin Palm, medical lead at Infinitus, specializes in agentic AI for healthcare, leveraging voice technology to facilitate actions and execute tasks on behalf of providers, payers, and patients to coordinate administrative functions and patient-facing applications. These agents can handle appointment booking, medication inquiries, and emergency triage within an environment with rigorous quality controls and guardrails to mitigate  AI errors. The platform supports seven languages, adapts communication to technical levels, and integrates with patient systems to maintain clinical consistency and regulatory compliance.

Erin explains, "We focus on agentic communications for healthcare, which means building AI agents that can have conversations and execute on tasks on behalf of patients, pharmaceutical manufacturers, providers, and health plans. And our thesis in all this is that the care exists. It's the coordination layer that sometimes falls short and fails patients, and Infinitus makes sure that that care arrives."  

"It's a reality that we're holding AI to a different standard than we hold humans performing the same tasks. That said, I actually see it as an opportunity to improve quality across the board. And I think it's reasonable to hold AI to a higher standard. And we measure those things closely using continuous evaluations of agent performance even before we put them into production. And then once they're live with patients, we continue to closely monitor their performance." 

"We have benchmarks that show improved performance on tasks versus human agents doing some of those same tasks, such as appointment booking. That said, we know that generative AI DRs make mistakes and it predicts things that don't end up being true. And we call those hallucinations. In the clinical world, we like to call them confabulations. It tends to be more clinically correct."

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