United StatesHealthcare and life sciences2025 – ongoingElevance Health
Sydney Health Virtual Assistant for benefits and care navigation
Elevance Health expanded its AI Virtual Assistant after nearly 9 out of 10 pilot users found answers
Problem
Members struggled to understand coverage and find suitable in-network care. They had to navigate separate menus and systems for personalized information.
Approach
Elevance launched an AI conversational assistant in Sydney Health in 2025. It answered benefits questions and supplied personalized cost estimates alongside provider options. Access expanded through the app and affiliated plan websites.
Results
Takeaway
The reported pilot result concerned finding answers. Broad eligibility did not establish how many members actually used the assistant.
Categories
- Size
- Large enterprise
- Industry
- Healthcare and life sciences
- Business function
- Customer service
- Innovation type
- Product and service innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Elevance reported that nearly 9 out of 10 pilot users found answers with Virtual Assistant. It announced access for approximately 22 million commercial-plan members, subject to availability and approvals.
Elevance identified Virtual Assistant as an AI-powered conversational tool launched in 2025. It described personalized coverage information and care-cost estimates available through Sydney Health.
Full details are in the original sources.