UnitedHealthcare Introduces a Generative AI Companion to Enhance Healthcare Experience for Members

The system integrates data from multiple sources to offer a unified experience while reducing time for navigating between digital tools and focusing more on healthcare.

UnitedHealthcare has introduced Avery, a generative AI-powered digital companion aimed at supporting members to navigate healthcare services, insurance benefits, and administrative processes.

It is designed to provide real-time conversational support by leveraging generative AI to interpret user queries and deliver contextual responses in natural language related to coverage, claims, and care options.

Designed to support the broader care journey, Avery can also contact in-network primary care providers to enable scheduling of appointments on behalf of members, to reduce administrative burden, and improve access to care.

The system is built to interpret individual health plan details, enabling members to review their coverage, explore care options, and assess potential costs before scheduling services.

It can also support users in identifying suitable providers within the network and comparing options based on cost considerations and personal preferences, which is expected to enhance transparency and support more informed decision-making.

In addition, the system also integrates data from multiple sources to offer a unified experience while reducing time searching for answers or navigating between digital tools, and focuses more on their health.

Further, the AI tool also intends to support customer service representatives by providing real-time insights into member history and interactions, which is expected to help streamline issue resolution.

The AI tool is available to eligible members through the company’s digital platforms, including its mobile application and web portal.

Currently, Avery is accessible to approximately 6.5 million members enrolled with UnitedHealthcare employer-sponsored health plans and 160,000 Medicare Advantage members, with plans to expand coverage to a total of 20.5 million commercial, Medicare, and Medicaid members by the end of the year.

Commenting on the new launch, Dan Kueter, CEO for UnitedHealthcare’s commercial business, said, “People want health care to be easier to use and tailored to their personal needs. Avery is one way we are responding to consumer demand for a more coordinated and simpler experience and enabling our members to focus on what matters most: getting and staying well.”

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