Earlier this year, we shared the details of our multi-model, multimodal AI system. Now we’re introducing some of the human experts who help make the work of Infinitus, and our human-in-the-loop machine learning, possible.

Infinitus learns a lot from human feedback – which is why it’s important to note that our human team represents all types of customers we serve (e.g., providers, payors, pharma, pharmacies, etc.).

In the last installment of this series, we introduced Misti Smith, a call operations team lead. Today, we’re pleased to shine a spotlight on Jamal Bryan, the product operations and program support supervisor, who has been with Infinitus for almost four years.

What does your role at Infinitus entail?

My role is to be a liaison between our non-operations partners and our partners in the operations team in order to have better collaboration for the various projects and work that goes into making the Infinitus AI agent, Eva, better. 

There are a number of areas my team will focus on, from the conversation design to payor relations to automation support, triaging technical issues that occur throughout our operations portal, and then helping support new product features and communicating those changes out to the operations team. Along the way, we are making sure that Eva is navigating calls correctly and responding the way that we would expect.

What did you do before joining Infinitus?

Before Infinitus, I was a benefit verification specialist at Lash, now Cencora. So basically, I did what Eva does. My work focused on just one drug, though, whereas Eva obviously does so many. Before that, I spent time in customer service.

Have you always been interested in technology and AI?

Absolutely. I’ve always been pretty hands on with technology, and I’m often troubleshooting things for my family and friends. That’s helped me out in my role at Infinitus, as a lot of my work involves troubleshooting issues or testing things or, you know, helping lend my healthcare knowledge to the engineering or the product teams. 

What excites you about the potential for AI in healthcare?

I’m extremely excited to see what AI can do to further help ease the burden on patients’ lives. I am a Type 2 diabetic with high blood pressure, and taking time out of my day in order to manage my medications myself is cumbersome. 

I hope to see AI expand more into patient interactions – let it take over all of the administrative work, for providers but also for patients, to help people just focus on getting better. Let the AI take over all of the administrative work.

Do you ever think about the way your work impacts real people?

Everything that I try to do here, even though I don’t directly face patients or directly interact with them, I still have them in mind. I’m here to help make sure that we get their benefits info right and get them right the first time. That way there’s no time wasted getting them on their medication.

To learn more about the role humans play at Infinitus, along with our multi-model, multimodal AI system, read our breakdown The Infinitus AI Machine or reach out to our team today.