What's Happening?
UnitedHealthcare has launched a new generative artificial intelligence tool named Avery, designed to improve care coordination for its members. Avery provides users with information on coverage, personal benefits, appointment scheduling, claim approval
status, and benefits explanations. The tool is accessible through UnitedHealthcare’s app or website, myuhc.com. Avery was developed using extensive data from the healthcare system, including advocate conversations and voice calls, to ensure accurate responses. The AI tool is governed by a responsible use policy and reviewed by an AI Review Board. During its rollout, 90% of users did not require additional assistance, highlighting its effectiveness. Avery is currently available to 6.5 million employer-sponsored health plan members and 160,000 Medicare Advantage members, with plans to expand to 20.5 million members by the end of 2026.
Why It's Important?
The introduction of Avery represents a significant advancement in the use of artificial intelligence within the healthcare industry. By streamlining access to healthcare information and services, Avery aims to enhance the user experience, making healthcare more accessible and tailored to individual needs. This development is part of UnitedHealth Group’s broader strategy to invest $1.6 billion in AI technologies in 2026, reflecting a growing trend towards digital transformation in healthcare. The tool's ability to handle a high volume of inquiries without additional human intervention could lead to cost savings and increased efficiency for UnitedHealthcare, potentially setting a precedent for other healthcare providers to follow.
What's Next?
UnitedHealthcare plans to expand Avery’s reach to a broader member base, aiming to cover 20.5 million members by the end of 2026. As the tool becomes more widely used, it may prompt other healthcare providers to adopt similar AI technologies to remain competitive. The success of Avery could also influence policy discussions around the integration of AI in healthcare, particularly concerning data privacy and the ethical use of AI in patient care. Stakeholders, including healthcare providers and policymakers, will likely monitor Avery’s impact on healthcare delivery and patient satisfaction closely.
