Forrester named UnitedHealthcare the 2026 Data & AI Impact Award winner for North America. UnitedHealthcare won for its enterprise-scale AI program built on governed data products. Avery is its AI assistant embedded in the website, app, and contact center. Avery expanded from 6.5 million to 20 million members in one release. It uses 330 AI-powered skills to simplify member experiences. UnitedHealthcare added model cards, curated datasets, and human oversight for trust. An AI Review Board provides safeguards before and after deployment. Avery achieved a high quality pass rate among submissions. Employees received AI literacy training to use AI in daily work. Human advocates validate and refine Avery’s responses. Avery surfaces answers to advocates to reduce system navigation time. UnitedHealthcare plans to evolve Avery into an agent for multistep healthcare tasks. Future tasks may include plan selection, scheduling visits, and filing appeals.
What it unlocks
Members can navigate benefits, claims, clinical care, and prescriptions via an AI assistant.
- 20 million members supported by Avery
- 330 AI-powered skills in Avery
- 6.5 million to 20 million member expansion in one release
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