Aetna is rolling out a generative AI-powered conversational assistant within its website and mobile app.
The new tool synthesizes member benefits, provider networks and program information to deliver answers in plain language, eliminating the need for users to understand industry terminology like “prior authorization” or “claims,” according to a Nov. 18 news release.
Members will also receive visual components, including maps, charts and financial breakdowns tailored to specific queries.
The assistant initially launched to a beta population in October and will expand throughout 2025 and the first half of 2026. Planned enhancements include proactive suggestions based on member activity, such as offering to find an in-network therapist when a member views physical therapy coverage.
Voice enablement is expected in the first half of 2026, allowing members to speak questions and hear responses. The tool will also support multimodal interaction including text and screen-reader capabilities.
The assistant is also planned for integration with Aetna’s Care Paths feature, a patent-pending digital tool that guides members through specific medical conditions with information about procedures, benefits and personalized care recommendations.
