UnitedHealthcare

Objective

Make using health insurance simpler for the member, by answering 24/7 in natural language on coverage, reimbursements, and costs, and easing the load on human advocates for requests the member can resolve alone.

The deployment

Avery is a generative AI companion launched by UnitedHealthcare on March 26, 2026. It answers in natural language, 24/7, on coverage, reimbursement details, cost estimates, appointment-booking help, and care options, and can call network providers to book an appointment on the member's behalf. It is accessible through the UnitedHealthcare app and myuhc.com. At launch, Avery is open to about 6.5 million members on employer-sponsored plans and 160,000 Medicare Advantage members, with a target of 20.5 million commercial, Medicare, and Medicaid members by year-end. UnitedHealthcare says that 90% of the time, members who use Avery did not need an advocate.

Results Proof C

The launch and volumes are documented by the official UnitedHealth Group release and by established press (Fierce Healthcare). The launch scope (6.5 million) is in production; the 20.5 million target is prospective. Press naming the brand plus a primary source = C, not A because it is not a financial result.

1. 1
   Member question Customer

   The member queries Avery through the app or myuhc.com about their coverage, a cost, or an appointment.

2. 2
   Personalized answer AI

   Avery answers in natural language from the member's benefits and history.

3. 3
   Action on the care journey AI

   If needed, Avery calls a network provider to book an appointment on the member's behalf.

4. 4
   Escalation Member advocate

   Unresolved cases are passed to a human advocate (about 10% of cases).

5. 5
   Learning Product team

   The interactions feed the improvement of the answers and the self-service.