UnitedHealthcare Launches Avery AI Assistant to Streamline Member Benefits and Care Coordination
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Submitted by: Franklin

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UnitedHealthcare Launches Avery AI Assistant for Member Benefits

Key Takeaways

  • Reduces administrative friction for patients by automating routine tasks like benefit checks and appointment scheduling.
  • Improves the member experience through seamless handoffs between AI agents and human advocates.
  • Demonstrates the practical application of generative AI in large-scale healthcare enterprise operations.

UnitedHealthcare launched a generative AI companion on Thursday called Avery, which aims to improve care coordination for members.

Avery can support members with a variety of issues like coverage and personal benefits, appointment scheduling, cost estimates, wellness programs, ID cards, over-the-counter benefits, provider search, claim approval status and explanation of benefits.

If the AI companion cannot answer the member’s question, it will transfer the member to advocates for a live call. Avery provides the advocate with a summary of the issue so members don’t have to repeat themselves.

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Franklin AI Take

  • Reduces administrative friction for patients by automating routine tasks like benefit checks and appointment scheduling.
  • Improves the member experience through seamless handoffs between AI agents and human advocates.
  • Demonstrates the practical application of generative AI in large-scale healthcare enterprise operations.