Infinitus Systems, the voice AI platform behind more than 100 million minutes of healthcare conversations, just leveled up its partnership with Salesforce. The expanded collaboration integrates Infinitus’s purpose-built AI voice agents directly into Salesforce Health Cloud and Life Sciences Cloud via MuleSoft and Agentforce—giving healthcare organizations a smarter way to handle one of their biggest pain points: administrative phone work.
With this move, healthcare providers and life sciences companies can now automate time-consuming calls to payors and pharmacy benefit managers (PBMs) for verifying insurance coverage, checking prior authorizations, and more—all without ever leaving Salesforce.
And the timing couldn’t be better.
Voice AI That Actually Gets Things Done
Unlike many “conversational AI” solutions that fall flat outside of call centers or marketing bots, Infinitus focuses squarely on solving a real-world healthcare problem: phone-based admin tasks that eat up staff hours, delay care, and drive burnout.
From major medical benefits checks to pharmacy verifications, Infinitus AI agents can place high-volume calls, navigate complex phone trees, gather benefit details—including prior authorization requirements—and feed the results straight into Salesforce in near real time.
What used to take hours now takes minutes. More importantly, human staff no longer have to sit on hold, press buttons through clunky IVR menus, or manually type up call summaries. It’s not flashy AI—it’s functional AI.
“Customers want AI to make things easier, not more complex,” said Infinitus CEO Ankit Jain. “This integration lets them get real work done—without disrupting their systems.”
Automation That Scales With You
Infinitus’s integration strategy shows rare flexibility. Whether you’re a healthcare system just getting started with Salesforce or a pharma company with a robust Health Cloud implementation, you can plug in voice AI agents at your own pace.
Use cases already available—or soon to be—include:
- Major medical and PBM benefit verifications
AI agents call payors to check patient eligibility, plan coverage, co-pays, and authorization requirements. - Prior authorization status checks
Agents follow up on outstanding requests or appeals. - Product access follow-ups
Calls for formulary exceptions and bridge eligibility tracking. - IVR and hold-time bypass via FastTrack™
Infinitus initiates the call, then hands it off to a human—past the phone tree and hold queue.
Infinitus even supports bulk verifications, meaning teams can process coverage checks for multiple patients or therapies at once—no more one-at-a-time calls.
A Real Impact on Care Timelines
The real payoff here isn’t just convenience—it’s speed to therapy.
By slashing the time it takes to verify benefits or chase prior authorizations, Infinitus helps healthcare providers and pharma companies get patients the treatment they need faster. That’s particularly crucial in specialty care, where access barriers can be complex and delays directly affect outcomes.
“Our Partner Network is led by innovators like Infinitus,” said Salesforce’s SVP of Life Sciences Cloud, Frank Defesche. “They reduce admin burden and help care teams move faster—without compromising trust or compliance.”
Industry Context: The Rise of Agent-First Healthcare AI
Healthcare’s long-standing reliance on phone-based workflows has been a tough nut to crack for digital transformation. While patient-facing portals and EHR integrations have made strides, back-office tasks like benefits verification remain manual, fragmented, and stubbornly analog.
Infinitus is taking an agent-first approach—putting specialized AI agents on the front lines of these friction-heavy processes. It’s a model that fits neatly into Salesforce’s growing healthcare ecosystem and reflects a broader industry shift toward composable, API-integrated AI services.
Other voice AI players in healthcare—such as Suki (focused on documentation) or Hyro (focused on patient engagement)—may offer intelligent voice capabilities, but Infinitus’s tight focus on back-office phone ops gives it a clear edge in this niche. Especially now that it’s embedded directly in the Salesforce console.
Availability and What’s Next
- Available Now: Pharmacy benefit verification and call summaries via Health Cloud and Life Sciences Cloud (Agentforce 1 Editions).
- Coming in October: Out-of-the-box medical benefit verification through clearinghouses, plus Agentforce verification actions.
Voice AI calls are available at an additional cost, and integration is supported by Salesforce consulting heavyweights like Accenture, Slalom, and ZS.
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