UnitedHealthcare launches AI assistant Avery for members

UnitedHealthcare has introduced Avery, a generative AI assistant designed to help members navigate healthcare services and support customer service representatives. The AI companion responds to member inquiries in natural language around the clock, providing information about coverage, claims, cost estimates, appointment scheduling, and care options.

Avery is currently available to approximately 6.5 million members with employer-sponsored health plans and 160,000 Medicare Advantage members through the UnitedHealthcare app and myuhc.com website. The company plans to expand access to reach 20.5 million commercial, Medicare and Medicaid members by year-end.

The AI assistant can handle coverage and benefits questions, appointment scheduling, cost estimates, rewards program information, ID card requests, provider searches, and claims status inquiries. When members require additional assistance, Avery automatically transfers them to human advocates while providing a synopsis of the interaction to avoid repetition.

"People want health care to be easier to use and tailored to their personal needs," said Dan Kueter, CEO for UnitedHealthcare's commercial business. "Avery is one way we are responding to consumer demand for a more coordinated and simpler experience."

According to the company, 90% of members who use Avery do not require additional assistance from human advocates. For customer service representatives, Avery provides real-time insights into member history and experience to help resolve issues more efficiently.

The AI tool can schedule appointments with network primary care providers on behalf of members and helps guide users to network providers while considering their benefits and cost preferences. UnitedHealthcare states that Avery operates within oversight and governance frameworks designed to ensure safety, fairness and privacy.

Avery represents one of more than 1,000 AI solutions across UnitedHealth Group (NYSE: UNH), which plans to invest $1.6 billion in AI this year, according to the press release.

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