The problem: Medicare plan shopping is overwhelming without support.

Only 2% of enrollments happen online—proof that self-service isn’t working. Most shoppers give up and turn to the phone, where the average call takes 42 minutes. That’s a heavy lift for both consumers and call centers. Agents juggle up to 25 tools just to guide one enrollment, leading to delays, frustration, and inefficiency.

The objective:

Make Medicare shopping easier for seniors and the agents who support them.
We aim to boost consumer confidence with fast, personalized plan answers—and empower UHC telesales agents with instant, accurate, plan-specific information.

Key results:

Increased digital adoption; lower handling time; faster, smoother enrollments.

Phase 1 – Launched Q4 2024

The consumer-facing AI Plan Companion is a conversational tool that helps consumers quickly get the answers they need and confidently choose the right UHC plan for them. The MVP launched on the Medicare Advantage Plan Details page first and uses AI to answer plan-specific questions in real time.

Phase 2 – Launched Q1 2025

Plan Companion expanded to the Plan Compare and Plan Summary pages, helping users compare and review plans by ZIP code. Usability testing informed optimal chatbot entry points.

Executing a strategic, phased rollout under the UHC AI Review Board governance to ensure response accuracy and readiness for broader expansion.

Phase 3 – Q2 2025 and Beyond

The long-term vision is to fully integrate Plan Companion into the Medicare shopping journey, offering personalized, real-time guidance to boost online enrollment.

Consumer-facing AI Plan Companion is currently live in a limited pilot across 98 zip codes in Hennepin County, MN, with ~180 interactions to date