UnitedHealthcare is leveraging advanced technology to enhance the experience of members navigating their healthcare options, particularly through the use of artificial intelligence (AI). At call centers across the nation, advocates work with members seeking assistance, making the connection between individuals and their health plans more personal and effective. The insurer’s AI-powered system, known as Advocate Assist, captures conversations to streamline administrative tasks, allowing employees to devote more time to individual members during crucial and often stressful moments in their lives.
Mike Baker, UnitedHealthcare’s chief operating officer, emphasizes the necessity of compassion in healthcare, stating that while digitalization can improve decision-making like it does in retail or finance, it must also amplify the empathy that characterizes patient interactions. This philosophy underpins the company’s approach to integrating AI technologies into its customer service framework.
The introduction of automation and AI into healthcare services presents a dual challenge: enhancing efficiency while preserving the essential human connection. In an industry where personal interactions are vital, stakeholders must ensure that technological advancements do not strip away the humanity from patient care. UnitedHealthcare’s AI strategy is built on core principles aimed at maintaining that human element, focusing on reliability, accountability, and the safe use of technology to support human decision-making in clinical settings.
Central to this initiative are two innovative features: Members Like You and Smart Choice. Members Like You harnesses data from millions of healthcare journeys to guide members toward options that have proven beneficial for those in similar situations. For example, an expecting mother seeking obstetric care might receive suggestions for prenatal classes or postpartum resources based on the experiences of others.
Smart Choice, on the other hand, enhances transparency by allowing users to search for providers according to practical considerations such as cost, distance, and languages spoken. Baker underscores the importance of data in making informed choices, asserting that “there’s no choice that isn’t made better by data and information.” This user-centric approach appears to resonate with members, as evidenced by over 100 million digital visits to UnitedHealthcare’s member portal and app last year. Currently, approximately 60% of members utilize the app to manage their benefits and locate care providers.
Despite the shift toward digital solutions, UnitedHealthcare recognizes that not all members prefer online interactions. Baker notes that some individuals, including his 84-year-old mother, still seek human engagement for their inquiries. Therefore, the combination of AI-supported call center staff will guarantee that no member feels excluded as the company evolves its technological offerings.
This commitment to inclusivity will guide the future development of UnitedHealthcare’s digital services. By closely analyzing members’ interactions with the healthcare system, the company aims to refine its offerings to adapt to changing behaviors and expectations. This responsive strategy is designed to ensure that the systems grow from real user experiences rather than imposed corporate assumptions, reinforcing the essential focus on personal, human healthcare.
As the healthcare landscape continues to evolve with technology, UnitedHealthcare remains steadfast in its mission to keep the patient experience at the forefront. The emphasis on empathy, combined with innovative AI tools, aims to provide clearer pathways for members as they navigate their health plans and the broader healthcare system. With Baker affirming the ongoing commitment to human-centered care, UnitedHealthcare is poised to adapt to future challenges while maintaining its foundational values.
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