UnitedHealth's AI strategy: 3 things to know

UnitedHealth Group is investing in AI to speed up the customer service process. 

On a Jan. 12 call with investors, Dirk McMahon, UnitedHealth Group's chief operating officer, said investments in AI and digital technology helped the company improve its net promoter scores, a measure of customer satisfaction, in 2023. 

Here are three ways the healthcare giant is using AI: 

  1. In OptumRx, UnitedHealth Group's pharmacy benefits segment, investments in AI and digital technology allowed the company to onboard 3 million new clients at lower costs, Mr. McMahon said. 
  2. The company is automating repetitive tasks like responding to consumer inquiries, updating provider directories and summarizing patient and customer interactions to free up staff time for more complex tasks. 
  3. Using admission and discharge data, the company created a program to connect high-risk Medicare Advantage members to follow-up care immediately after they visit an emergency department, Mr. McMahon said. The program improved members' engagement in follow-up care by 300%, he said.  

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