Included Health expands platform with AI-powered, clinician-in-the-loop experience
Included Health has expanded its platform with an intelligent AI assistant, Dot by Included Health, positioning the offering as an always on, clinician-in-the-loop experience that connects medical history, claims, benefits data, and nationwide clinical support in a single workflow.
The company says Dot has been refined and scaled over the past year with large employer clients, processing more than ten billion AI tokens. Unlike standalone chatbots, Dot is designed to operate with continuous access to member data and seamless escalation to human clinicians when needed.
“While much of the industry is using AI to make the existing healthcare system more efficient, we’re using it to transform the way people experience healthcare. Unlike mass-market chatbots that offer generic advice, Dot operates on a deep understanding of each member — drawing on medical data, claims, and benefits information to deliver truly personalized guidance. And when a situation requires more support, expert human clinicians are always in the loop. It’s AI designed not just to suggest the next step, but to help you take it — confidently and with care. Included Health is redefining what people should expect from AI in healthcare. Rather than offering disconnected, one-size-fits-all experiences, our platform draws from truly integrated data to provide personalized guidance paired with the ability to support the next best action on an individual’s behalf — whether those actions are enabled by Dot, or a member of our dedicated care team. This AI+EQ approach is foundational to how we deliver outcomes with All-Included Care and how we will continue to innovate with our clients to combat the unsustainable rise in healthcare costs.” – Nupur Srivastava, chief operating officer at Included Health.
Dot is embedded across Included Health’s broader care model, pulling from claims and benefits data, utilization and cost patterns, proprietary physician quality models, and social determinants of health insights. The platform supports handoffs to virtual clinicians, referrals to local providers, and expert opinions from academic medical centers.
“Dot is core to our personalized all-in-one healthcare model, which has always been about combining the best in technology with the best in clinical and system expertise, and human empathy to make healthcare simpler for people. It’s one thing to use AI to drive efficiency in broken systems — it’s another to use it to reimagine how people can get the very best from healthcare. Yes, Dot is answering questions and solving problems, but in our model, Dot is part of a team that’s building a new era of trust and opportunities for better healthcare.” – Ami Parekh, MD, chief health officer at Included Health.
Looking ahead, Included Health plans to use Dot to promote preventive screenings, improve benefits utilization, engage at risk members, and support care plan adherence. The assistant will also power the company’s Healthy Days program and handle administrative tasks such as scheduling in person or virtual appointments.