New unified platform combines AI voice agent automation with Real-time agent assistance and Auto QA, enabling healthcare payers to reduce average handle time (AHT) and improve first contact resolution (FCR) in their call centers.

IRVING, Texas and SAN FRANCISCO, Jan. 7, 2026 /PRNewswire-PRWeb/ -- Voicegain, a leader in AI Voice Agents and Infrastructure, today announced the acquisition of TrampolineAI, a venture-backed healthcare payer-focused Contact Center AI company whose products supports thousands of member interactions. The acquisition unifies Voicegain's AI Voice Agent automation with Trampoline's real-time agent assistance and Auto QA capabilities, enabling healthcare payers to optimize their entire contact center operation—from fully automated interactions to AI-enhanced human agent support.

Healthcare payer contact centers face mounting pressure to reduce costs while improving member experience. The reasons vary from CMS pressure, Medicaid redeterminations, Medicare AEP volume and staffing shortages. The challenge lies in balancing automation for routine inquiries with personalized support for complex interactions. The combined Voicegain and TrampolineAI platform addresses this challenge by providing a comprehensive solution that spans the full spectrum of contact center needs—automating high-volume routine calls while empowering human agents with real-time intelligence for interactions that require specialized attention.

"We're seeing strong demand from healthcare payers for a production-ready Voice AI platform. TrampolineAI brings deep payer contact center expertise and deployments at scale, accelerating our mission at Voicegain." — Arun Santhebennur

Over the past two years, Voicegain has scaled Casey, an AI Voice Agent purpose-built for health plans, TPAs, utilization management, and other healthcare payer businesses. Casey answers and triages member and provider calls in health insurance payer call centers. After performing HIPAA validation, Casey automates routine caller intents related to claims, eligibility, coverage/benefits, and prior authorization. For calls requiring live assistance, Casey transfers the interaction context via screen pop to human agents.

TrampolineAI has developed a payer-focused Generative AI suite of contact center products—Assist, Analyze, and Auto QA—designed to enhance human agent efficiency and effectiveness. The platform analyzes conversations between members and agents in real-time, leveraging real-time transcription and Gen AI models. It provides real-time answers by scanning plan documents such as Summary of Benefits and Coverage (SBCs) and Summary Plan Descriptions (SPDs), fills agent checklists automatically, and generates payer-optimized interaction summaries. Since its founding, TrampolineAI has established deployments with leading TPAs and health plans, processing hundreds of thousands of member interactions.

"Our mission at Voicegain is to enable businesses to deploy private, mission-critical Voice AI at scale," said Arun Santhebennur, Co-founder and CEO of Voicegain. "As we enter 2026, we are seeing strong demand from healthcare payers for a comprehensive, production-ready Voice AI platform. The TrampolineAI team brings deep expertise in healthcare payer operations and contact center technology, and their solutions are already deployed at scale across multiple payer environments."

Through this acquisition, Voicegain expands the Casey platform with purpose-built capabilities for payer contact centers, including AI-assisted agent workflows, real-time sentiment analysis, and automated quality monitoring. TrampolineAI customers gain access to Voicegain's AI Voice Agents, enterprise-grade Voice AI infrastructure including real-time and batch transcription, and large-scale deployment capabilities, while continuing to receive uninterrupted service.

"We founded TrampolineAI to address the significant administrative cost challenges healthcare payers face by deploying Generative Voice AI in production environments at scale," said Mike Bourke, Founder and CEO of TrampolineAI. "Joining Voicegain allows us to accelerate that mission with their enterprise-grade infrastructure, engineering capabilities, and established customer base in the healthcare payer market. Together, we can deliver a truly comprehensive solution that serves the full range of contact center needs."

A TPA deploying TrampolineAI noted the platform's immediate impact, stating that the data and insights surfaced by the application were fantastic, allowing the organization to see trends and issues immediately across all incoming calls.

The combined platform positions Voicegain to deliver a complete contact center solution spanning IVA call automation, real-time transcription and agent assist, Medicare and Medicaid compliant automated QA, and next-generation analytics with native LLM analysis capabilities. Integration work is already in progress, and customers will begin seeing benefits of the combined platform in Q1 2026.

Following the acquisition, TrampolineAI founding team members Mike Bourke and Jason Fama have joined Voicegain's Advisory Board, where they will provide strategic guidance on product development and AI innovation for healthcare payer applications.

The terms of the acquisition were not disclosed.

About Voicegain

Voicegain offers healthcare payer-focused AI Voice Agents and a private Voice AI platform that enables enterprises to build, deploy, and scale voice-driven applications. Voicegain Casey is designed specifically for healthcare payers, supporting automated and assisted customer service interactions with enterprise-grade security, scalability, and compliance. For more information, visit voicegain.ai.

About TrampolineAI

TrampolineAI was a venture-backed voice AI company focused on healthcare payer solutions. The company applies Generative Voice AI to contact centers to improve operational efficiency, member experience, and compliance through real-time agent assist, sentiment analysis, and automated quality assurance technologies. For more information, visit trampolineai.com.

Media Contact:

Arun Santhebennur

Co-founder & CEO, Voicegain

press@voicegain.ai

Media Contact

Arun Santhebennur, Voicegain, 1 9725180863 701, arun@voicegain.ai, https://www.voicegain.ai

SOURCE Voicegain

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This article highlights the technical challenges in redaction of PII, PCI and PHI information in call center recordings for compliance requirements. It is focused on CIOs, CISOs and VP Info-Secs of Enterprises and BPOs that are responsible for compliant recording and storage in their Call Centers. It is also relevant to Product and Engineering leaders of Voice AI software companies targeting the call center.

PII redaction is a major requirement in regulated industries like telecom, financial services, health care and government. These call routinely deal with a lot of Personally Identifiable Information (PII) and Personal Health Information (PHI). In addition if a call center is processing payments, it needs to adhere to standards of PCI-DSS.

How does Redaction work?

Redaction of Call Center recordings involves 3 main steps, 1) Transcription 2) Named-Entity Recognition of PII/PHI/PCI entities and 3) Redaction (in both Audio & Text) of these entities. In order to be compliant with standards like PCI and HIPAA, it is important that before storing the audio data and text transcript long-term, all such PII information is masked in text and removed in audio prior to storage.

Key Technical Challenges in Redaction

1. Simplistic Algorithms designed for mono channels will not work

Most modern call center recordings are 2-channel or stereo. A simplistic algorithm designed for mono-channel recording will not work. For example, establishing that a credit card is being requested by the Agent can span multiple turns in the conversations. The NER algorithm while establishing context has to consider both channels. Also establishing where the context starts and ends is an important criterion.

2. PII information is provided in imprecise ways

In real-world conversations, customers are not very precise while sharing PII information. For example when they share their credit card number they can make mistakes while reading out the 15 or 16 digits. The Agent may not hear certain digits and ask the user to confirm or repeat certain digits. So when you are designing the algorithm to identify the PII entities it needs to be ablet to correct for all of this. 

3. Speech Recognition Errors

Transcription accuracy especially in telephone conversations, which encode the audio in 8kHz, may result in missed or additional digits. Having a simple rule related to digit length - say 15 for American Express and 16 for Visa will not work. Also sometimes digits may get recognized as words based on accents. For example "eight" may get recognized as "ate" if spoken with an accent.

4. Context Windows

As shared in the first point above, the problem becomes one of establishing a context window where the PII information is shared. In the first place, it needs to be long enough to even recognize that PII information is being requested. However extending the context window too much could start to introduce false positives. There may be other important numbers - for example say a tracking number or confirmation number that is also spoken not too far from the PII information.

Net-net designing an algorithm that is able to look across two channels for stereo recordings, account for speech recognition errors and perform accurate PII entity recognition over turns of a conversation with a well-balanced context window is the key to successful PII redaction.

Achieved 95% Redaction Accuracy for Sutherland Global

We partnered with Sutherland Global, a Top 10 BPO, to build a compliant recording for their large install base of Fortune 500 companies. The Voicegain platform - which performs both transcription and PII compliant redaction- is deployed in their VPC. We tuned our algorithm over several months to get it to pass stringent test criteria.

Today our PII Redaction has achieved an accuracy of over 95%.

Get in touch

If you are looking to build a PII/PCI/PHI compliant recording solution, please give us a shout. We would love to share our experiences. Email us at sales@voicegain.ai

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