Avery: UnitedHealthcare’s Generative AI Navigator

Avery is a new generative AI companion launched by UnitedHealthcare (UHC) to streamline the member experience by simplifying the navigation of complex health insurance systems. Integrated into the UnitedHealthcare app and myuhc.com, Avery provides personalized, real-time assistance for tasks ranging from coverage inquiries to appointment scheduling. Currently serving millions of members, the tool is a centerpiece of UnitedHealth Group’s broader $1.6 billion annual investment in artificial intelligence. Its primary objective is to deliver a more coordinated, self-service health care journey while ensuring seamless transitions to human advocates when necessary.

Overview of Avery

Avery is designed as a generative AI navigator that learns from user interactions to provide a personalized experience based on an individual’s specific benefits. By acting as a central point of contact for health insurance management, Avery addresses the common consumer demand for healthcare that is easier to use and tailored to personal needs.

Access and Availability

Avery is accessible to eligible members through two primary digital channels:

• The UnitedHealthcare® app.
• myuhc.com®, the company’s member portal.
• Core Functionalities and Capabilities

Avery functions as a comprehensive assistant, providing clear and actionable next steps for members. Its capabilities span several administrative and clinical navigation domains:

Enhancing the Member Journey

Avery is designed to support the entire care journey, moving beyond simple information retrieval to active task execution.

Informed Decision-Making

When members seek new medical providers, Avery utilizes UnitedHealthcare’s provider search capability to guide them toward quality, affordable network options. This allows members to understand their cost and care options in advance, fostering transparency.

Autonomous Scheduling

One of Avery's advanced features is the ability to contact a network primary care provider directly to schedule an appointment for a member, reducing the administrative burden on the individual.

Integration with Human Support (Advocates)

A key feature of Avery is its "warm hand-off" capability, ensuring that members are not left frustrated if the AI cannot resolve a complex issue.

• Seamless Transfers: If a member requests a live call or has a question requiring a representative, Avery automatically transfers them to an advocate.
• Context Retention: When a transfer occurs, a full synopsis of the AI chat is sent to the advocate. This ensures the member does not have to repeat information or restart their inquiry.
• Administrative Support: For complex cases, Avery provides advocates with real-time insights into the member’s history, allowing the advocate to focus on resolution rather than manual information searching.
• Efficiency: Data indicates that many members successfully resolve their issues using Avery’s self-service features without needing further assistance from a live representative.

Strategic Context and Scale

Avery represents a significant component of UnitedHealth Group’s (UHG) technological infrastructure.

• Data Foundation: The AI is built using insights derived from billions of digital transactions.
• Institutional Scale: Avery is one of more than 1,000 AI solutions currently deployed across UnitedHealth Group.
• Financial Investment: UnitedHealth Group has committed to investing $1.6 billion in AI initiatives during the current year.

Expansion Roadmap

As of the latest reporting, Avery’s rollout is proceeding in phases:

• Current Reach: Approximately 6.5 million employer-sponsored health plan members and 160,000 Medicare Advantage members.
• Year-End Goal: Expansion to reach a total of 20.5 million members across commercial, Medicare, and Medicaid plans.

Conclusion

iPMI Global CEO Christopher Knight concludes, "Avery serves as a critical interface for UnitedHealthcare members, aiming to transform a confusing insurance landscape into a simpler, more coordinated experience. Through its ability to learn from interactions and perform administrative tasks like scheduling, it empowers members to focus on health outcomes rather than system navigation. Avery is expected to continue evolving as new features are developed to further support the healthcare journey."