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UnitedHealth Group (UHG) positions AI as central to its strategy. While in 2024, approximately 500 use cases were active in the organization, this had grown to more than 1,000 in 2025 across its insurance, clinical, and pharmacy segments. These included 26 million calls routed by AI agents, with expectations that AI would direct more than half of all customer calls by the end of 2025.  

For consumers, UHG deployed AI-powered provider search and mobile chat assistants that answered millions of queries and streamlined support. Clinically, AI tools transcribe visits, summarize patient histories for in-home care, and flag disease risks early. Administrative applications included claims automation, AI-enabled revenue cycle tools boosting productivity by 20%, and Optum’s PreCheck MyScript® for prior authorizations. 

Internally, UHG launched United AI Studio to manage models in a secure sandbox, trained 20,000 engineers on AI, and expanded employee AI literacy. A responsible AI program enforces fairness, transparency, and human oversight. Key components of UHG’s AI governance include a multidisciplinary AI ethics review and responsible AI principles.