AI Chatbot: Medicare Advantage Enrollment

UnitedHealthcare is experimenting with adding a chatbot to the Medicare Advantage enrollment experience, allowing Medicare users to discover and compare plans effortlessly. The chatbot will supplement the plan detail page by providing clear, transparent answers to questions that users input, empowering their decision-making and ultimately leading to enrollment in a Medicare Advantage plan.

Phase 1

The MVP version of the chatbot is live on the Medicare Advantage Plan Details page, answering plan-specific questions in real time using AI-driven conversational flows.

Launch Date: December 2024​

Phase 2 of the project is in progress, and the plan is to roll this chatbot out to the plan summary/plan list page and other areas of the Medicare Advantage website.

Phase 2

The fast follow to the initial launch was to implement the Plan Companion chatbot on the Plan Compare page. The Plan Compare page allows a Medicare Advantage shopper to compare plans that are available in their zip code in a chart form, with the option to highlight the key differences to help the decision-making process.

This round of designs involved additional usability testing to determine an appropriate entry point to trigger the chatbot experience.