Kildare hearing care company recognised for AI use
Dr Luke Higgins head of insights and data with Matt Gleeson MD
KILDARE head quartered, hearing care company, Blackberry Hearing has received international recognition for its innovative use of artificial intelligence, winning a prestigious 2026 Hearing Technology Innovator Award for the development of ‘Áine’, its AI-powered customer assistant.
Blackberry Hearing received the award from Hearing Health & Technology Matters (HHTM), organisers of the global Hearing Technology Innovator Awards, which recognise technological innovation and developments across the international hearing healthcare industry.
The company, which has its head quarters in Two Mile House, outside Naas has embraced AI to provide an even better service to its patients and to enable the practitioners to have even more face to face time with patients.
Blackberry Hearing was named a winner in the Service Delivery, Patient Services category, recognising its use of AI to make hearing care more accessible, improve customer service and streamline the process of connecting patients with audiologists.
Founded in Ireland in 2015, Blackberry Hearing has grown to more than 60 clinics and outlets nationwide, including nine standalone retail stores, and employs 50 people.
The international award marks a significant milestone in the company's investment in artificial intelligence, data analytics and digital transformation.
The development of Áine has been led by Dr Luke Higgins, Analytics & AI Director at Blackberry Hearing, following several years of investment in the company's data, systems and digital infrastructure.
Unlike conventional automated customer service systems, Áine has been developed to engage with customers in a natural, conversational and considered manner, particularly important in an industry where hearing loss can be a difficult and emotional subject to address.
Available through WhatsApp and voice, Áine can respond to hearing concerns, help identify whether a customer requires an assessment, aftercare or servicing, and provide information on hearing devices, pricing, grants and warranties. Significantly, Áine connects with live appointment availability across Blackberry Hearing's nationwide clinic network, allowing customers to find and book appropriate appointments in real time, 24/7.
Matthew Gleeson, managing director of Blackberry Hearing, said the international recognition was a significant achievement for the Irish-owned company and said: “We are absolutely delighted to receive this prestigious international award. It is a wonderful endorsement of the work being undertaken by Dr. Luke Higgins and our team, who have spent several years developing the technology and systems that have made Áine possible.” "For us, the real value of artificial intelligence is that it allows our audiologists and clinicians to spend more quality time with their patients. By taking care of routine enquiries, appointment scheduling and administrative processes, Áine allows our clinical teams to concentrate on what they do best, providing expert, personalised hearing care.
"Hearing loss is a very personal issue and, for many people, taking that first step towards seeking help can be daunting. We want to make that journey as easy and reassuring as possible, while ensuring that when a patient meets their audiologist, they receive the time, attention and professional care they deserve.
"We are extremely proud that an Irish-owned company is being recognised internationally for innovation in healthcare technology. This award demonstrates what can be achieved when you combine investment in technology with a genuine commitment to improving the customer experience."
Dr Luke Higgins, analytics and AI Director at Blackberry Hearing, said the award was particularly significant because Áine was developed around the practical needs of customers and clinicians rather than technology for its own sake.
"AI is dominating the technology conversation, but useful AI has to be built on good data. Blackberry Hearing has spent several years investing in its data, analytics, systems and processes, and Áine is the result of that work.
"What makes Áine different is that she is much more than a conventional chatbot. She can engage in a natural conversation, understand what somebody needs, provide relevant information and connect that person directly with live appointment availability across our clinics nationwide.
"From a technology perspective, we are particularly interested in how AI can remove the friction that often exists between a customer making an initial enquiry and accessing the professional care they need.
“The purpose of AI is not to replace the expertise or judgement of an audiologist. Clinical assessment and the relationship between a patient and their audiologist remain central to everything we do.
“What AI can do is make that relationship more effective by removing unnecessary administration and ensuring that our clinicians have more time to spend with the people who need their expertise.
“To have this work recognised on an international stage is hugely encouraging and reinforces our ambition to continue developing practical AI solutions that make a real difference to patients and our teams."
Blackberry Hearing is continuing to develop its AI capabilities across the business, including an additional internal AI system, known as ‘Gráinne,’ which is being designed to help staff identify and prioritise customer enquiries requiring attention.
The company's investment in artificial intelligence also extends to the hearing devices it supplies, with increasingly sophisticated technology from manufacturers including Widex and Philips using intelligent sound processing to adapt to individual listening environments.
The international award highlights how an Irish healthcare business is successfully translating investment in AI and data analytics into practical improvements in patient access, customer service and clinical efficiency.
