UnitedHealthcare Deploys AI Assistant to Handle Member Support Tasks
UnitedHealthcare launched Avery, a generative AI assistant designed to handle routine member inquiries and reduce the volume of support requests reaching human representatives. The tool is now available to 6.5 million members with employer plans and 160,000 Medicare Advantage users through the company's app and website.
Avery answers questions about coverage details, appointment scheduling, cost estimates, claims status, and provider availability. It can also contact in-network providers to book appointments on behalf of members.
The system reduces friction in the handoff process. When a member needs human assistance, Avery transfers the conversation along with a complete summary, so representatives don't ask members to repeat information.
Expansion Plans and Operational Details
UnitedHealthcare plans to expand Avery to more than 20 million members across its commercial, Medicare, and Medicaid plans by year-end. The company said most users resolve their issues without contacting a live representative.
Dan Kueter, CEO of UnitedHealthcare's commercial business, said the tool responds to member demand for simpler healthcare navigation. "People want healthcare to be easier to use and tailored to their personal needs," he said.
The assistant also supports customer advocates by providing real-time insights and administrative help, allowing them to resolve issues faster.
Governance and Data Integration
Avery pulls data from multiple sources into a single interface, letting members compare care options and understand costs without switching between systems. The company said the system operates under governance frameworks designed to ensure safety, fairness, and privacy, with human oversight guiding outputs.
For customer support professionals, AI for Customer Support is reshaping how teams handle member interactions. Understanding how Generative AI and LLM tools like Avery function can help support teams prepare for similar deployments in their organizations.
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