UnitedHealthcare Launches AI Companion for Member Support
UnitedHealthcare rolled out Avery, a generative AI companion, on Thursday to handle routine member questions about coverage, appointments, claims, and benefits. The tool can address issues like cost estimates, provider searches, claim approval status, and explanation of benefits without requiring a human advocate.
When Avery cannot resolve a question, it transfers the member to a live advocate and provides a summary of the conversation. Members don't have to repeat themselves.
The insurer trained Avery on a large volume of previous conversations between advocates and members to identify common questions and patterns. UnitedHealthcare is measuring success through accuracy, completeness, member satisfaction ratings, and how often members return for additional help.
Current and Planned Reach
Avery is available now to 6.5 million members in UnitedHealthcare's employer-sponsored plans and 160,000 Medicare Advantage members. The company plans to expand access to 20.5 million members across commercial, Medicare, and Medicaid plans by year-end.
Members can access Avery through the UnitedHealthcare app or myuhc.com.
Part of Larger AI Strategy
Avery is one of more than 1,000 AI-powered tools UnitedHealthcare offers. The company is investing $1.6 billion in AI this year.
Amy Jordan, vice president of consumer experience at UnitedHealthcare, said the goal is to simplify healthcare interactions. "Health care is too complex and people are too often confused by an experience that can feel disconnected and impersonal," she said in an email.
The AI companion addresses core friction points in the insurance process - helping members navigate benefits, understand costs, and schedule appointments without waiting for an advocate.
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