Transcarent has built out new agentic artificial intelligence capabilities, including voice AI scheduling and advanced symptom-checking, to its WayFinding solution.
The company rolled out its WayFinding platform in May 2024, leaning on generative AI to connect members with benefits navigation, clinical guidance and care delivery services all in one place. The tool offers personalized insights using AI and also makes it easy for users to connect with human support.
At the Consumer Electronics Show, taking place in Las Vegas this week, Transcarent unveiled new AI features to its WayFinding platform, including what the company calls a Total Recall Memory Engine that learns each person’s preferences, history and patterns to anticipate their next best action to take.
The company said its advanced agentic AI platform blends clinical models, benefit rules, preferences and longitudinal memory to orchestrate multiple agents that actively manage tasks for members. The agents can triage symptoms, help members find a high-quality provider or facility, schedule appointments, manage follow-ups, coordinate pharmacy options and surface benefits information dynamically, according to the company.
“We were the first to put the power of clinically developed, trusted, generative AI into the hands of health consumers, and now more than a million people have access to our WayFinding experience,” said Glen Tullman, CEO of Transcarent, in a statement. “To lead in the AI space today, you need a combination of vision, capabilities, and the willingness to invest. Our continued product progress and innovation, along with our prioritization of safety, demonstrate that commitment. We’ve officially moved beyond the ‘chat assistant era’ into the ‘agentic action era’ in healthcare.”
WayFinding’s AI agents can handle end-to-end scheduling for virtual and in-person care. Options are selected for members based on Transcarent’s provider quality data, in-network choices and individual preferences such as preferred language and location.
Members also can use the AI agents to quickly understand health symptoms and receive clear, conversational information about and guidance to appropriate care options. Safety evaluations for checking symptoms are based on a dataset of millions of interactions with doctors in Transcarent’s affiliated medical groups, the company said.
The AI agents also can help members stay adherent to treatment plans and medication orders by pulling up information from past doctor interactions to identify specific next steps and deliver persistent reminders.
Transcarent also enhanced the WayFinding platform provides a personalized health path to each member, shaped by doctors, nurses, specialists and therapists, all supported by AI. The health path recommends preventive measures and required screenings.
Tullman, founder of Livongo, launched Transcarent in March 2021 to tackle the employer-sponsored benefits space. The company unifies benefits, clinical content, care delivery and administrative capabilities into a single experience connected to a national network of virtual and in-person providers, pharmacy solutions and directly contracted centers of excellence. The company has been strategically building out its AI capabilities and investing in its AI team. In May 2024, the company pocketed $126 million in series D funding to build out its AI capabilities.
In April, the company finalized its merger with health benefits platform Accolade, a $621 million deal that created a much larger tech-enabled healthcare platform. By merging with Accolade, Transcarent customers gain access to its leading patient advocacy, virtual second opinion and virtual primary care solutions, executives said.
The combined organization now serves over 20 million members and more than 1,700 employer and health plan clients, according to the company.
Building personalized, proprietary AI will be a core part of the combined companies’ strategy going forward, Tullman told Staff Writer Emma Beavins back in April. Both companies have leaned into the technology to enhance their offerings to customers, including for benefits navigation and to relieve administrative burdens on providers.