Infinitus Systems, Inc., a leader in agentic communications for the healthcare sector, has announced the launch of Lens. This first-of-its-kind conversation insight engine is designed to evaluate every healthcare interaction across both AI agents and human teams within a single platform. By applying rigorous, standardized scoring criteria to 100% of conversations, Lens addresses a critical gap in healthcare operations where manual processes typically allow for the review of only 2-5% of patient interactions. The platform provides the data-driven clarity necessary for pharmaceutical support programs and payor organizations to ensure compliance and operational efficiency without increasing headcount.
Universal Coverage: Lens automates the evaluation of 100% of audio and text interactions, moving beyond the 2-5% industry average for manual reviews.
Dual Monitoring: The engine applies the same high-standard scoring criteria to both human employees and AI agents for a single source of truth.
Safety and Compliance: Specialized detection tools identify Adverse Events (AE) and Product Complaints (PC) in real-time to ensure rapid safety reviews.
Structured Data: The platform transforms unstructured conversational data into actionable insights regarding sentiment, quality, and safety.
Strategic Coaching: Managers receive timestamped, cited feedback for evidence-based coaching to improve human and AI performance.
Program Trends: Aggregated data surfaces "invisible" patterns in prior authorization, population-level adherence, and coverage decisions.
Traditional healthcare organizations have long struggled with a lack of visibility into patient and member interactions, often leaving 95% of conversations untapped. This lack of oversight can lead to undetected compliance gaps and missed critical insights. Lens acts as a universal engine that provides leaders with total visibility, allowing them to detect unreported adverse events and identify opportunities for program improvement. This ensures that as organizations scale their patient support programs, they maintain the highest standards of care and regulatory adherence.
"Our customers want to help more patients, but they can't listen to every call or read every chat exchange to make sure conversations are handled appropriately," said Ankit Jain, CEO and co-founder of Infinitus. "Lens changes that by acting as a universal conversation insights engine, applying the same high standards to humans and agents alike. It gives leaders 100% visibility not only into their team's interactions for coaching and recognition of agents, but also insights to improve their programs to drive better patient outcomes."
By providing consistent evaluation across all interaction types, Lens reduces friction and patient drop-off in the healthcare journey. The ability to surface population-level adherence signals and market access trends allows brand and payor teams to act immediately on data that was previously inaccessible. This systematic improvement in quality and speed directly correlates to a better experience for patients, ensuring they receive treatment faster and with less anxiety.
"Historically, healthcare organizations have only had visibility into a fraction of their patient interactions, which can create risk – not just from a compliance standpoint, but in terms of missed opportunities to improve care," said Douglas Bock, pharmaceutical industry veteran. "Bringing consistent evaluation across both human and AI-driven conversations is a meaningful step forward. When you improve quality, consistency, and speed across these interactions, it ultimately reduces friction and drop-off, leading to better outcomes and a better experience for patients."
About Infinitus
Infinitus is healthcare's leading agentic AI communications partner, enabling intelligent care that reduces patient anxiety, increases speed to treatment, and enables teams to scale impact without stretching resources. Infinitus' system combines industry-leading safety guardrails with the largest dynamic knowledge graph built on millions of real-world interactions. The company has raised over $100M from investors including Google Ventures, Kleiner Perkins, Andreessen Horowitz, and Coatue. Infinitus was recently named to Fast Company's World's Most Innovative Companies and is a trusted solutions partner to 44% of Fortune 50 healthcare companies.
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