UnitedHealth deploys GenAI agent Avery to simplify healthcare access and automate member interactions at scale.
UnitedHealth Group is scaling GenAI through its agentic assistant, Avery. Healthcare systems often struggle with fragmented data and complex member interactions. Patients face confusion around benefits, claims, and provider networks. Traditional chatbots lack personalization and fail to resolve end-to-end needs.
The core challenge is navigating complex healthcare workflows. Member data spans claims, coverage, and provider systems. This creates delays, repeated inquiries, and poor user experience. GenAI adoption also faces strict compliance requirements, especially around sensitive health data and privacy regulations.
Avery addresses these issues with a context-aware GenAI agent. It learns from member interactions and integrates directly into insurance workflows. The system delivers personalized responses on benefits, claims, and costs. It can also take action, such as scheduling appointments or guiding provider selection.
This reduces friction across the member journey. Users receive answers in seconds with high relevance. Call center volumes drop as more queries are resolved automatically. When escalation is needed, full conversation context transfers to human agents. This ensures continuity and faster resolution, improving both efficiency and satisfaction.
Why it matters
GenAI is redefining healthcare engagement through personalized, action-oriented agents.
• Simplifies complex healthcare data into clear, real-time member insights
• Reduces operational load by automating repetitive support and coordination tasks
• Ensures compliance while scaling personalized experiences across millions of users
This case reflects a broader enterprise problem: how to deliver personalized, compliant, and scalable customer experiences in highly complex and regulated environments using GenAI.
