“26 million consumer calls were more accurately directed to the right advocate by an AI agent... We expect AI will direct over half of our calls to the best resource during 2025.”

Andrew WittyCEO

CEO, UnitedHealth Group (until May 2025)

On the Q4 2025 call (January 27, 2026) UnitedHealth reported that 'over 80% of calls from members leverage AI tools to help answer members' questions faster and more accurately,' comfortably above the 'over half' target. Caveat: the figure is company-reported and the metric shifted slightly from AI 'directing' calls to calls that 'leverage AI tools.'