UnitedHealthcare Expands Generative AI Companion Avery to 21 Million Members

UnitedHealthcare has announced a significant expansion of its generative artificial intelligence companion, Avery, bringing the tool to 21 million members. The rollout marks a faster-than-expected growth trajectory for the digital health tool, which was initially introduced earlier this year to approximately 6.5 million employer-sponsored plan members and 160,000 Medicare Advantage enrollees.

Understanding the Role of Avery

Designed to support care coordination and health plan navigation, Avery provides consumers with details regarding deductibles, out-of-pocket maximums, provider networks, pricing, and claims processing. According to Craig Kurtzweil, chief data and analytics officer at UnitedHealthcare, the platform is built on ground truth systems that establish a data foundation on top of the insurer’s existing data architecture. Kurtzweil stated that this data layer is intended to enhance answer accuracy, which the company views as vital for building consumer trust and encouraging effective utilization of the technology.

Performance and Handoff Protocols

UnitedHealthcare reported that Avery has successfully resolved 90 percent of its member interactions during its early implementation phases. In the remaining 10 percent of cases where the AI companion cannot fully resolve an inquiry, the system is designed to execute a handoff to a human advocate to provide direct support.

• Provides details on deductibles and out-of-pocket maximums
• Assists with pricing, claims processing, and provider networks
• Transfers complex inquiries to human customer service advocates

Future Capabilities and Strategic Direction

The insurer intends to continue developing additional features for the platform. Upcoming functionalities include an option for Avery to contact healthcare providers directly and schedule appointments on behalf of the member. Company leadership noted that these ongoing developments aim to reduce administrative friction points that may otherwise prevent individuals from seeking necessary medical care.

UnitedHealthcare stated its long-term objective is to gradually extend access to Avery across its entire membership base, ultimately allowing all enrollees to utilize the generative AI companion for health plan navigation.