Pair Team builds AI care manager with ElevenLabs Agents Platform

Pair Team is a AI-enabled medical group building the "safety net of the future" - a vertically integrated care model that combines medical and social support for Medicaid and Medicare beneficiaries across the United States. Their mission is to bridge the gap between healthcare delivery and public assistance, ensuring that every person - regardless of circumstance - can access coordinated, whole-person care.

Pair Team partnered with ElevenLabs to build a constellation of agents to help patients navigate healthcare and public assistance systems over simple phone and text interactions. Powered by the ElevenLabs Agents Platform, Pair Teams’s AI care agent system engages patients in natural, empathetic voice conversations - helping them secure housing, access food programs, and manage medical appointments safely and autonomously.

Scaling holistic care with autonomous voice agents

Traditional healthcare systems often overlook the social factors that shape health such as housing, food, and transportation. Pair Team’s care model integrates directly with local shelters, food pantries, and community health centers to support these needs holistically. However, scaling this approach across the 100 million Americans who rely on the safety net is costly and time-consuming.

Pair Team’s agent addresses this challenge by serving as an autonomous, voice-enabled care manager that communicates with patients through simple phone calls and texts. For populations with limited access to smartphones or the internet, voice and SMS are the most inclusive and accessible interface. 

Using ElevenLabs, their agents can speak naturally, listen actively, and respond safely according to the guardrails defined by Pair Team. These capabilities enable the agent constellation to handle real-world care coordination tasks such as:

• Conducting patient intake calls
• Coordinating housing and food assistance
• Following up on medication adherence or medical appointments
• Providing empathetic check-ins for high-needs individuals

Ensuring safety with ElevenLabs

Safety and empathy are core to Pair Team’s agent system design, with every interaction built to feel human, supportive, and judgment-free. Before any live deployment, Pair Team used the ElevenLabs testing framework to rigorously evaluate conversational quality and risk, running 3,121 simulated calls across a wide range of scenarios, including mental health crises, domestic violence, and medical advice.

Across these simulations, Pair Team achieved a 99.9% success rate in safety-critical interactions, including:

• Suicidal ideation: 1,038 simulations with a 100% success rate
• Domestic violence: 1,033 simulations with a 99.8% success rate
• Medical advice: 1,050 simulations with a 100% success rate

Following simulation testing, Pair Team’s clinical care team manually reviewed and validated calls before expanding the program, ensuring that safety, clinical judgment, and human oversight remain central at every stage.

“Safety has to come first when deploying AI in healthcare. ElevenLabs enabled us to quickly scale evaluations of our agents across high-risk scenarios like suicidal ideation and domestic violence, and to verify that clinical questions were appropriately escalated to clinicians. Within days of building the agent, we were able to run thousands of simulated interactions, giving us real confidence that the agents would do the right thing when engaging with the patients we serve.” - Nate Favini, MD, Chief Medical and Strategy Officer, Pair Team.

Impact since launch

Pair Team’s existing care model has already reduced emergency room visits by 52% and hospital admissions by 25% among enrolled patients. The team is now working to extend these benefits to tens of thousands more individuals through scalable, AI-driven care. To date, thousands of patients have engaged with the Pair Team agent, with conversations averaging more than 9 minutes, reflecting sustained engagement and meaningful interaction.

The next phase will expand their agent system’s autonomy across intake and follow-up workflows, leveraging the ElevenLabs Agents Platform to scale safely without compromising voice quality and empathy. Pair is also exploring multimodal interfaces to enable future versions of their agent constellation  to conduct video-based consultations through avatar technology.

For Pair Team, these agents represent a key step forward in bringing responsible AI to healthcare’s most complex and underserved environments - making healthcare and social support more accessible to everyone.