Patient engagement · Clinical AI triage
Infermedica
Infermedica makes AI triage software that interviews patients about their symptoms by chat or voice, supports nurses and call center agents, and recommends the right level of care.
Strong fit
- Health systems and national health services running nurse triage lines or digital front doors
- Call centers that want symptoms collected before a nurse takes the call
- Organizations that need a certified medical device for triage in Europe or the UK
Weak fit
- Small practices looking for a scheduling or reminder tool
- Buyers who want a voice agent that books appointments with no clinical triage
- Buyers who need a published price list
Bottom line
Infermedica is worth using for health systems and nurse lines that want consistent, auditable symptom triage at large scale. It suits organizations that want patients guided to the right level of care by chat, voice, or nurse. U.S. systems that want nurse triage and scheduling in one call center product may prefer Keona Health.
Score breakdown
Weights: Outcomes 35% · Product 30% · Implementation 20% · Pricing clarity 15%.
Infermedica, based in Wrocław, Poland, makes AI triage software. It asks patients about their symptoms by chat, by voice, or through a nurse, then recommends the right level of care, from self-care to the emergency room.
Its triage engine is certified as a Class IIb medical device in the European Union and runs in national health systems in more than 30 countries.
Piotr Orzechowski, a software engineer, began building it in 2012 with a doctor friend after they turned the guessing game behind Akinator into a set of questions about symptoms.
Its knowledge base, built from more than 150,000 hours of physician input, links diseases, symptoms, and risk factors. Its engine uses it to choose the next question and decide where a patient should go.
Infermedica offers patient triage by conversation and decision support for nurses and call center agents. It also offers a voice agent that collects symptoms before handing a call to a triage nurse, and intake that gives clinicians organized data before a visit.
It holds ISO 13485 and ISO 27001 certifications and meets HIPAA and SOC 2 Type 2 requirements.
That system now reaches very large populations. More than 27 million people have used Infermedica to check their symptoms, and its partners have included Allianz, Microsoft, Optum, Gothaer, and Sana Kliniken.
In Australia it connects 26 million citizens with health services. A national evaluation of 1.55 million encounters showed better matching of patients to the right level of care and fewer emergency visits.
In peer-reviewed testing it performed as safely as the Schmitt-Thompson telephone triage protocols, and the company has published 26 peer-reviewed papers.
One Peak led a $30 million Series B in 2022, after earlier rounds from Karma Ventures, Inovo Venture Partners, the European Bank for Reconstruction and Development, and Heal Capital.
Other tools fit related needs. Keona Health suits a U.S. health system that wants nurse triage and scheduling in one call center product.
Assort Health, Hello Patient, or Parakeet Health suit buyers who want a voice agent that books and manages appointments. Hyro suits an AI assistant across phone and web, and PatientPrism suits scoring and coaching staff calls.
Competitor landscape
| Vendor | Overall | Ease of implementation |
|---|---|---|
| Assort Health | 8.2 | 7.6 |
| Hyro | 7.9 | 6.4 |
| PatientPrism | 7.7 | 7.1 |
| Keona Health | 7.4 | 7.7 |
| Infermedica | 7.4 | 7.1 |
| Hello Patient | 7.2 | 8.4 |
| Parakeet Health | 6.9 | 7.0 |
Pricing
| Item | Detail |
|---|---|
| Model | A custom contract quoted by Infermedica. |
| What usually drives cost | The number of triage interviews or patients covered, which modules you use (patient triage, nurse and call center support, the voice agent, and intake), languages, and connection to the EHR or phone system. |
| What to ask before you buy | Whether you pay per interview, per member, or for a license, which clinical content updates are included, and what reporting comes with it. |
| Published pricing | Infermedica does not publish a price list. |
Prerequisites for purchase
| Need | Why it matters |
|---|---|
| What you need to get Infermedica to function | |
| A clinical lead for triage content | This person approves care recommendations. |
| Set care options and locations | Patients need somewhere to go. |
| An owner for the call center or online front door | This person runs the daily work. |
| Starting triage results and call times | You need them to show the change later. |
| A connection to the EHR or phone system | It passes on organized data. |
| What will maximize your value | |
| Start with one channel, such as nurse support | This builds trust with clinicians. |
| Route results into scheduling | This connects triage to care. |
| Review escalations each month | This finds gaps in care paths. |
| Deal-breakers | |
| No clinician owns triage | |
| You have no care options to send patients to | |
| You only need appointment booking | |
Value creation time frame
| # | Stage | Typical range |
|---|---|---|
| 1 | Contract and clinical setup | 2-4 months |
| 2 | First channel live | 1-3 months |
| 3 | More channels and languages | 6-12 months |
Leadership
Methodology
| Weight | Factor | What it measures |
|---|---|---|
| 35% | Customer outcomes | Whether buyers get measurable operational or clinical-workflow results after go-live |
| 30% | Product | Capability depth, reliability, and fit for the job the category buys |
| 20% | Implementation | How hard it is to stand up, integrate, train, and stabilize |
| 15% | Pricing clarity | Whether a buyer can model total cost without a mystery quote |
| Label | Meaning |
|---|---|
| Highly recommend | Strong outcomes and product with manageable caveats |
| Recommend | Solid fit for the right buyer; know the tradeoffs |
| Conditional | Only with a specific use case or heavy caveats |
| Not recommended | Avoid for most buyers in this category |
Read our full methodology for how we weight scores and assign recommend labels.