United StatesHealthcare and life sciences2024 – ongoingUnitedHealth Group (UnitedHealthcare)
Conversational AI for customer-call intake
UnitedHealthcare reported AI initially answered over 65 million customer calls in 2024
Problem
Callers needed routing to appropriate benefit information or support.
Approach
The voice assistant interpreted callers' reasons for contacting UnitedHealthcare. It routed them to self-service or a live advocate and did not give verbal answers to member questions.
Results
Takeaway
The call count measured initial handling, without establishing automated resolution.
Categories
- Size
- Large enterprise
- Industry
- Healthcare and life sciences
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
UnitedHealth Group reported over 65 million customer calls initially answered by AI in 2024. It described routing to self-service or staff.
UnitedHealthcare described natural-language call routing. It said the voice assistant did not answer member questions verbally.
Full details are in the original sources.