Aetna Launches Generative AI Assistant to Simplify Member Health Navigation

Aetna said the generative AI assistant will expand through 2025 into early 2026, adding voice interaction, multimodal support, and accessibility features as part of its phased rollout.

Aetna, a subsidiary of CVS Health, has launched a generative AI-based conversational assistant embedded throughout its digital channels to streamline how members navigate their health care benefits and services.

The company said the tool enables users to ask questions in plain language and receive personalized responses, complemented by dynamic visual aids such as charts, maps, and financial breakdowns.

The assistant is built with session awareness, enabling it to understand where a member is in their care journey and adapt responses accordingly. It merges data from benefit plans, care pathways, provider networks, and claims to offer relevant guidance.

Aetna said the rollout began with a beta phase in October 2025 and will expand throughout the year and into the first half of 2026. Enhancements will include full voice interaction, support for screen reader users, and integration with its Care Paths feature, which helps members understand condition-specific procedures and benefits.

Nathan Frank, Senior Vice President and Chief Digital & Technology Officer at Aetna, said, “At Aetna, we are constantly innovating, leveraging tools like Generative AI to provide a personalized experience and help our members navigate healthcare in a new way.”

The move comes at a time when digital health companies are seeking to simplify access, reduce complexity, and improve outcomes through AI-driven solutions.

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