Upgrade your nurse advice line with AI-powered virtual triage

Replace rules-based triage protocols (RBTP) with clinically validated virtual triage that supports staff and improves care outcomes.

))

Why call centers are feeling the pressure

Long call times

Nurse burnout

Outdated, rigid technology

Inconsistent clinical advice

High staff turnover
)))

How we help your call center

)

Shorten call times

Average interview completed up to 75% faster—less time per call means more patients helped

)

Lower admin burden

Automatic note-taking, summaries, and EHR integration saves nurses valuable time

)

Improve care accuracy

Analyze multiple symptoms from the start to increase efficiency & spot critical red flags earlier

)

Keep call center staff happy

Ease cognitive load, minimize repetitive tasks, offer evidence-based support & reduce burnout

)

Eliminate script fatigue

Dynamic, evidence-based flows adapt to every caller—no more robotic decision trees

Save money

Minimize spending on recruitment, training, and unnecessary use of nurse work hours

Our AI-powered technologies support your triage coordinator

)

Call to nurse advice line
)

Nurse engagement
)

Symptom assessment with AI support
)

AI suggests care options
)

Nurse advises next steps

Empower your staff, improve outcomes, and lower costs

Why it’s time to move beyond Schmitt-Thompson / rules-based triage protocols

Faster triage

Schmitt-Thompson (standard US RBTP) averages 11–20+ minutes; With Infermedica one prominent call center reduced their average triage interview time to 4 minutes 57 seconds

Analyze multiple symptoms at once

Evaluates conditions holistically instead of treating symptoms in isolation for a more complete view of the patient’s condition

))

))

Flexible interview flow

Dynamic AI adapts in real time to symptoms, risk factors, and history, for a more natural conversation flow between patient and nurse

Deeper data and broader coverage

We collect 4x more symptoms per interview and cover 2x as many conditions; 900 conditions vs. Schmitt Thompson’s 420

))

Easier for call center staff

Reduces decision fatigue, streamlines repetitive workflows, and provides clinically-validated insights to support coordinators on each call

Tailored to your needs

Customize pathways and condition prioritization to your specific patient populations or member needs

))

Trusted experience, measured results

27M+ health checkups performed

155K+ hours of medical review

14+ years of experience in AI

Proven impact in call centers around the world

Healthdirect Australia diverts 50% of ER patients to less acute services

The healthdirect Helpline is a 24/7 telephone health advice line staffed by registered nurses and integrated with Infermedica’s virtual triage. It offers advice to 26 million Australian citizens on health concerns, when to seek medical attention, and where to go for local healthcare services.

Médis alters care seeking behavior in 83.9% of calls

Médis, the most recognized health insurer in Portugal, enhances their members’ and nurses’ experience and streamlines operational processes at their Clinical Contact Center with Infermedica’s virtual triage.

We needed a CDSS (Clinical Decision Support System) that could tolerate and analyze multiple symptoms. We also wanted it to reflect real consultation that considered risk factors such as predisposing factors, chronic history, and travel history. We also wanted something that was next generation that could provide a more comprehensive and accurate triage.

)

Dr. Nirvana Luckraj

Chief Medical Officer, Healthdirect Australia

Up to highest standards of quality and data security

Medical Guidance Platform and its modules are certified as Class IIb medical devices under the MDR in the EU.

Quality Management System certified with PN-EN ISO 13485:2016

Compliant with the General Data Protection Regulation

LEI Code: 984500NIA7B8AFF75 805

Compliant with standards for patient data protection

Processes and Development Procedures certified with ISO 27001:2022

System and Organization Controls 2® Compliant

Frequently asked questions

1. How is Infermedica different from traditional nurse triage tools?
   Unlike static protocol tools that follow a rigid interview flow, Infermedica’s Nurse Triage Co-Pilot uses AI to guide nurses in real time—adapting the interview flow based on previous inputs. This dynamic solution identifies red-flag symptoms, personalizes questions, and recommends care levels based on symptom analysis. It’s not a script; it’s an intelligent assistant.

2. What makes Infermedica’s clinical engine more trustworthy than other digital triage tools?
   Infermedica is clinically validated with 20+ peer-reviewed studies showing real-world results like early detection, accurate triage, and cost savings. Our platform is trusted globally and backed by science—not assumptions.

3. How much time can virtual triage save per call?
   With Infermedica, one prominent call center reduced their average triage interview time to 4 minutes 57 seconds—thanks to faster symptom intake and AI support. For comparison, Schmitt-Thompson, the US gold standard in rules-based triage protocols, average 11-16 minutes, with some lasting 20+ minutes.

4. Is virtual triage clinically safe and validated?
   Yes. Developed with 40+ physicians and over 155,000+ hours of clinical input, our AI is constantly refined to reflect the latest medical insights. It has undergone clinical validation and is used by 100+ companies globally.

5. Is Infermedica Triage certified as a Medical Device?
   Iframe Triage is a Class 1 registered Medical Device, fully compliant with the European Medical Device directive. In the US, Triage does not require FDA clearance. Triage is HIPAA and GDPR compliant.

6. Does virtual triage for call centers replace triage nurses?
   No. Infermedica’s AI supports—not replaces—nurses. It collects and organizes symptom data upfront, allowing nurses to focus on clinical judgment and patient care, not repetitive questions.

7. Does virtual triage really help reduce ED over-referrals?
   Yes. Infermedica’s triage helps identify low-acuity cases early, enabling safe redirection to more appropriate care settings. Studies show up to a 50% reduction in avoidable ED referrals.

8. Does it work for both phone and digital channels?
   Absolutely. Whether your members call in or use a web or mobile portal, our triage adapts to meet them where they are.

Want to learn more about virtual triage for your call center?