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:
- 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.
- 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.
- 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.