UnitedHealthcare announced Thursday it has launched a generative artificial intelligence companion to improve care coordination for its members.
The AI companion, dubbed Avery, allows users to seek information on coverage, personal benefits, appointment scheduling, claim approval status, benefit explanations and more.
Eligible members can access the tool through UnitedHealthcare’s app or myuhc.com.
Avery was trained using a “tremendous amount of data” across the entire system, United HealthCare Chief Data and Analytics Officer Craig Kurtzweil told Fierce Healthcare.
Patterns were created using advocate conversations and voice calls, and the AI bots are then “fine-tuned” until questions using digital data are correctly answered, a spokesperson from UnitedHealthcare said. It is governed by the system’s responsible use policy with review and approval from the AI Review Board.
If a member has additional questions, the tool will automatically transfer to a representative for a live call.
However, 90% percent of users during Avery’s rollout have not requested additional assistance, Kurtzweil said.
When additional assistance is required, according to Kurtzweil, Avery’s “unique ability” to translate digital conversations into conversations with advocates makes the process easier.
Kurtzweil said the organization is constantly looking to improve the consumer experience and ensure the program’s accuracy.
Aside from further support requests, quality is measured by accuracy, completeness, resolution and time, the spokesperson confirmed.
“People want health care to be easier to use and tailored to their personal needs,” said Dan Kueter, UnitedHealthcare commercial business CEO, in the announcement. “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.”
Avery is currently available to approximately 6.5 million UnitedHealthcare employer-sponsored health plan members and 160,000 Medicare Advantage members. The organization plans to expand the tool’s reach to a total of 20.5 million members by the end of 2026.
The new companion is part of UnitedHealth Group’s ongoing investments in AI, with a planned $1.6 billion investment in 2026, the announcement said.