UnitedHealthcare has unveiled a new generative AI companion called Avery that learns from member interactions.
Avery goes beyond being a general AI chatbot as it’s an agentic, HIPAA-compliant tool integrated into health insurance workflows. It can provide a self-serve personalized experience based on the individual’s specific benefits, UnitedHealthcare said.
Avery is live for approximately 6.5 million members with UnitedHealthcare employer-sponsored health plans and 160,000 Medicare Advantage members, with expansion to reach a total of 20.5 million commercial, Medicare and Medicaid members by the end of the year. It is available to eligible members through an app or myuhc.com.
Avery can give an explanation of benefits, claim approval status, cost estimates and plan balances. It can find in-network providers and give information on wellness programs.
Avery can also call a network primary care provider to schedule an appointment on a member’s behalf.
Avery can confirm whether a physician is still in-network and give contact information and location details. For those looking for a new doctor, Avery can guide members to affordable network providers that align with their benefits, UnitedHealth said.
The AI tool can help members understand their cost and care options in advance, offering more transparency and informed decision-making.
Avery automatically transfers members to an advocate when a live call is requested. Data shows that many members who use Avery have not required additional assistance, the insurer said.
When Avery transfers a member to a live call, the full synopsis of the chat is sent to that advocate so members do not need to repeat themselves or start from the beginning. For more complex needs, Avery can provide staff with real-time administrative support and insights into the member’s history.
The tool is expected to continue to evolve as new features are developed.
Avery uses insights from billions of digital transactions, the insurer said. It is among more than 1,000 AI solutions across UnitedHealth Group, the parent company of UnitedHealthcare.
UnitedHealth Group said it plans to invest $1.6 billion in AI this year.
“People want healthcare to be easier to use and tailored to their personal needs,” said Dan Kueter, CEO for UnitedHealthcare’s commercial business. “Avery is one way we are responding to consumer demand for a more coordinated and simpler experience and enabling our members to focus on what matters most, getting and staying well.”
AI chatbots are transforming customer service, with executives looking for ROI. Seventy-five percent of U.S. health systems are now using at least one artificial intelligence application, up from 59% in 2025, according to an Eliciting Insights survey.