Voice AI for healthcare: Transforming patient engagement for life sciences brands

Not every patient wants a phone call, but many do. So many, in fact, that life sciences brand leaders are well aware that the industry has a big problem: Phone calls from human healthcare workers – especially from highly trained staff like nurses – don’t scale.

And yet, we know healthcare phone calls work. Studies show time and again that calls from nurses to patients taking medication increase adherence. Voice AI agents and voice AI platforms – like that which Infinitus offers – can be a solution.

But that’s far from the only challenge voice AI can unlock for pharma brands.

Voice AI for life sciences companies

Websites, TV ads, in-office materials, and even dedicated patient support phone lines are no longer enough to appropriately reach and engage patients. Voice AI outbound calls can create new touchpoints with patients and automate routine ones, helping ensure patients receive the information they need when they need it, in the manner they prefer to be engaged.

For reasons like this, life sciences brands who are able to embrace voice AI in 2025 will have a major advantage. Especially when partnering with a platform that can offer a voice AI agent that can guide their patient at every step in their healthcare journey in a personalized and scalable way. For example: 

Voice AI for different stages of the patient journey

How to evaluate voice AI platforms for healthcare

The AI industry is evolving rapidly, which underscores the importance of asking the right questions of any vendor during the evaluation process. Here are four key questions that can help uncover critical details about voice AI capabilities, support, security, and alignment with your business needs, reducing the risk of unforeseen issues.

Will patients trust the AI agent?

Healthcare consumers are more skeptical than ever. Thus, transparency and authenticity are essential in building trust, especially when marketing specialty medications. Brands that can materially improve patients’ healthcare journeys will stand out, and AI can play a role. 

Here are some examples of how to build trust when employing an AI agent, which are all elements of Infinitus’ approach to the use of voice AI:

• Transparency: The AI agent immediately introduces itself as an AI agent by saying, “Hi I am a digital assistant from [Brand name]” – it doesn’t try to hide that it isn’t a human. 
• Clear communication: The AI agents should be clear and empathetic, building a connection with their human counterpart.. 
• Patient-centered content: The AI agent should be created to specifically anticipate the questions patients will ask and have the necessary answers pre-approved and ready.

At Infinitus, we are trusted by 44% of the Fortune 50, including many life sciences manufacturers, for providing AI agent solutions, with more than 5 million calls completed. Our AI agents are proven in engaging with humans and following guidelines 100% of the time.

What kind of models does voice AI use?

The specific models in use by a voice AI solution can affect its performance, customization, and scalability.  Proprietary models can be tailored to specific needs, offering better accuracy and control and benefitting from an organization’s unique knowledge and data. Third party models can also bring their own strengths and advantages in performance, flexibility, and deployment speed. 

Knowing this helps assess the voice AI platform’s capabilities, potential for innovation, and how well it can adapt to unique business requirements.

Our own AI platform employs over 100 models, from highly performant shallow models to custom fine-tuned and in-house audio and text models to large-language models (LLMs) from OpenAI and Google. We can thus apply the right model to the right use case to deliver customer results.

Is the solution secure, compliant, and bias-free?

HIPAA and SOC II compliance are table stakes for any AI platform to serve healthcare customers. Beyond this, it’s also important to ask about the security and data protection measures in place, and be aligned with your internal security and compliance leaders on what matters most. 

Certainly, you’ll need to understand how protected health information (PHI) is handled, and whether it’s used to train AI models. At Infinitus, for example, we never use PHI to train our models, and have procedures in place to ensure training data is de-identified and PHI is completely removed. 

Regarding bias, be sure to ask about the review processes in place, whether they’re AI- or human led, and how inaccuracies and potential biases are corrected.

As an example, here are some of the way Infinitus delivers on a safety-first approach to voice AI: 

• Data quality: We ensure the data used to train AI models is accurate, complete, and representative of the population across diverse demographic and therapeutic areas. 
• Model validation: We assess the model’s performance on de-identified data and ensure its reliability and generalizability. 
• Ethical considerations: We evaluate potential biases in the data and algorithms, considering patient privacy, and addressing the ethical implications of AI-driven decision making. 
• Regulatory compliance: We ensure that models used in administrative and clinical use cases adhere to relevant regulatory guidelines.

Pacing is important in ensuring that humans who converse with voice AI don’t get frustrated and hang up. How well does the AI agent engage in a conversation?

Pacing is crucial for an AI agent to effectively engage with a human in conversation. Just like in human-to-human communication, a well-paced conversation allows both parties to feel heard and understood. For an AI agent, this means accurately detecting when a human has finished speaking before generating a response, avoiding awkward interruptions or delayed replies. 

When an AI agent demonstrates an understanding of conversational rhythm, it fosters a sense of connection and rapport with the human user, leading to increased trust and willingness to interact further.

At Infinitus, our AI agents have been optimized over the course of nearly 100 million minutes of conversation to have the right pacing. We continuously test, refine, and integrate the best ‘end of turn’ detection models to ensure that humans have an engaging and satisfying experience with our AI agents.

How easily can the voice AI platform integrate with existing infrastructure?

IT teams don’t have time to be integrators of scores of disparate products. Seamless integration minimizes disruption and ensures that the new technology works harmoniously with current systems. This question helps gauge the complexity of deployment, whether there’s a need for additional resources, and potential compatibility issues, which can impact implementation timelines and costs. Ensuring smooth integration also maximizes the return on investment by leveraging existing technology and data without requiring extensive overhauls or custom solutions. 

At Infinitus, we make integration easy for our customers.  We provide ready integrations with Epic and Salesforce and a range of options for data intake:  via API, CSV, or native integrations.  With the Infinitus API, customers only need to integrate once and can then add AI agents and AI copilots as their business evolves.

Infinitus voice AI helps pharma brands engage patients 

At Infinitus, we are building safety-first voice AI agents that improve patient outcomes at scale while also tackling healthcare’s workforce challenges. 

With our voice AI platform, pharma brands can create new touchpoints and automate routine ones, ensuring patients get the right information, at the right time, in the way they prefer to be engaged. This helps to get patients on therapy faster – and help them stay on therapy, too. We’d love to learn more about your challenges and how voice AI can help. Reach out to us for a quick conversation today.