ActiumHealth has launched an AI quality monitoring system that enhances the patient experience by automatically analysing calls and providing recommendations.

This platform incorporates technology specifically designed to tackle the challenge of managing calls of varying complexity, whether they are handled by AI agents or staff members.

Health systems that handle a high volume of patient calls often find it nearly impossible to conduct manual quality analysis, according to the company. ActiumHealth's system analyses the calls managed by the company each month.

The communication quality tool utilises large language models and identifies problematic interactions, enabling proactive intervention before issues escalate throughout operations.

It is based on ActiumHealth's generative AI platform, which facilitates the automation of both outbound and inbound patient communications across email, text, and voice.

With 100 million messages and 50 million calls automated, ActiumHealth enhances patient communication while reducing the workload for independent practices and healthcare systems.

ActiumHealth COO Carter Dunn said: “Our customers continue to expand their AI deployments to solve operational needs. It's exciting, but it's impossible to keep up using manual methods alone. When we launch new sites, add new features, update agent behaviour, we get a full picture of patient experience in addition to workflow KPIs [key perfomance indicators].

“The new quality monitoring capabilities ensure our clients are delivering a best-in-class patient experience through interactions that are natural, fast, and frustration-free.”

Leveraging a comprehensive 14-point screening framework, the tool analyses call transcripts in real time.

This analysis includes recognising signs of caller frustration, silent turns, and repetitive interactions. As a result, teams can assess performance, detect patterns, and delve into individual calls to uncover root causes and implement systematic improvements.