August 15, 2025
Calabrio Advances AI That Understands Empathy in Patient Care
Calabrio has announced a major expansion of its CareAI healthcare initiative, a project that harnesses generative AI (GenAI) to streamline patient care, reduce wait times, and address staffing gaps. This move will result in a faster, more compassionate healthcare experience for both patients and providers.
Born out of Calabrio’s acquisition of Wysdom, the original collaborator on CareAI, the program has already shown impressive results in its first year. By targeting the 53% of patient inquiries caused by long wait times due to staffing shortages, CareAI reduced costs through AI-powered recommendations and improved communication by mining patient–provider transcripts for insights on empathy, professionalism, and resolution quality.
“Healthcare providers and patients deserve safe, easy-to-understand and timely interactions, whether from a human or virtual agent,” said Dave Rhodes, CEO of Calabrio. “This partnership has allowed us to develop and deploy innovative solutions for patient care contact centres. These solutions are transforming the healthcare industry by addressing critical challenges with real-world, results-driven innovation.“
Now entering its second year, backed by partnerships with healthcare leaders and DIGITAL, Canada’s Global Innovation Cluster for digital technologies, CareAI is introducing one of the first healthcare-grade Quality Management frameworks built specifically for GenAI.
These AI models aim to assess empathy, safety, and clinical effectiveness, ensuring that virtual care meets the highest standards. With routine cases handled by AI, human healthcare workers can focus on more complex patient needs, all while maintaining compliance and compassionate care at scale.
Calabrio’s healthcare-specific solutions use domain-tailored language and patient context to enable seamless collaboration between human and AI agents. By turning patient call data into actionable quality improvements, CareAI delivers measurable benefits: automated quality checks, deep conversational insights, real cost savings, and substantial efficiency gains, all contributing to a new standard of AI-driven healthcare excellence.
