Herprit Mahal

Jack Krolik, Herprit Mahal, Feroz Ahmad et al.

This paper explores the potential of using Large Language Models (LLMs) to automate the evaluation of responses in medical Question and Answer (Q\&A) systems, a crucial form of Natural Language Processing. Traditionally, human evaluation has been indispensable for assessing the quality of these responses. However, manual evaluation by medical professionals is time-consuming and costly. Our study examines whether LLMs can reliably replicate human evaluations by using questions derived from patient data, thereby saving valuable time for medical experts. While the findings suggest promising results, further research is needed to address more specific or complex questions that were beyond the scope of this initial investigation.

Subhabrata Mukherjee, Markel Sanz Ausin, Kriti Aggarwal et al.

Healthcare conversational AI agents shouldn't be optimized only for clean benchmark accuracy in production-first regime; they must be optimized for the lived reality of patient conversations, where audio is imperfect, intent is indirect, language shifts mid-call, and compliance hinges on how guidance is delivered. We present a production-validated framework grounded in real-time signals from 115M+ live patient-AI interactions and clinician-led testing (7K+ licensed clinicians; 500K+ test calls). These in-the-wild cues -- paralinguistics, turn-taking dynamics, clarification triggers, escalation markers, multilingual continuity, and workflow confirmations -- reveal failure modes that curated data misses and provide actionable training and evaluation signals for safety and reliability. We further show why healthcare-grade safety cannot rely on a single LLM: long-horizon dialogue and limited attention demand redundancy via governed orchestration, independent checks, and verification. Many apparent "reasoning" errors originate upstream, motivating vertical integration across contextual ASR, clarification/repair, ambient speech handling, and latency-aware model/hardware choices. Treating interaction intelligence (tone, pacing, empathy, clarification, turn-taking) as first-class safety variables, we drive measurable gains in safety, documentation, task completion, and equity in building the safest generative AI solution for autonomous patient-facing care. Deployed across more than 10 million real patient calls, Polaris attains a clinical safety score of 99.9%, while significantly improving patient experience with average patient rating of 8.95 and reducing ASR errors by 50% over enterprise ASR. These results establish real-world interaction intelligence as a critical -- and previously underexplored -- determinant of safety and reliability in patient-facing clinical AI systems.