New capabilities help members describe what they need, find the right next step, and take action in one personalized, connected experience
SAN FRANCISCO–(BUSINESS WIRE)–Included Health, a new kind of healthcare company delivering personalized all-in-one healthcare to millions of people nationwide, today announced the continued evolution of Dot by Included Health, the company’s intelligent AI health assistant. These innovations are part of Included Health’s integrated platform for engaging members in highly personalized, clinically meaningful ways — connecting members to high-quality care across every setting and need, and helping them get more value from benefits they may not know about or fully use.
“People shouldn’t have to know what kind of help they need — or which benefit, care option, or category their question belongs to — before they ask for help,” said Ami Parekh, MD, chief health officer at Included Health. “Dot is becoming a more capable partner in all the moments that matter, giving members a simple, trusted place to not only get answers but to take action. Designed with privacy and personalization at its core, and backed by more than 1,000 clinicians and a team of member care advocates, Dot helps members understand their benefits, choose high-quality care, and feel more confident in navigating healthcare.”
The Next Evolution of Personalized Healthcare AI with Human-in-the-Loop Support
Dot is embedded at the core of Included Health’s broader model of care, connection, and coverage, spanning virtual care, navigation, advocacy, and network optimization. The latest enhancements and planned investments in Dot add deeper personalization and additional ways for members to take action. Importantly, Dot combines the speed and personalization of AI with the judgment, empathy, and hands-on support of human experts.
- Smarter care navigation — Dot helps members find high-quality, in-network providers for virtual and in-person care, explains why a provider is recommended, and helps schedule more types of appointments. As Dot evolves, it will provide more intelligent guidance across providers and sites of care.
- Personalized guidance across benefits — Dot explains coverage, surfaces relevant Included Health and third-party benefits, supports open enrollment decisions, and answers administrative and financial questions. Over time, Dot will connect members more seamlessly to plan-specific options across the benefits ecosystem and provide clear next steps that adapt as needs change. Upcoming enhancements will also introduce Healthy Days Plans for all members, bringing together clinical signals, member-shared information, and plan details to create a tailored, dynamic care plan for each member.
- Clear cost and quality choices — Dot will bring cost transparency and quality guidance into care decisions, helping members compare hospital-affiliated and lower-cost freestanding options — including ambulatory surgery centers — when those settings offer high-quality, clinically appropriate care, rather than defaulting to a higher-cost setting. Members will be able to understand expected costs and choose the care that best fits their needs.
- Human support by design — Human-in-the-loop support is not a fallback; it is a core advantage. Members can stay connected to Dot as needs change, and move to human support whenever they need clinical expertise, personal guidance, or hands-on help — or if they simply prefer to talk to a person. Included Health has more than 1,000 employed clinicians and roughly 500 member care advocates ready to support members across their care journey. Through an integrated experience across voice, SMS, and in-app, members can increasingly engage through their preferred channels, while clinicians and care teams access information members have already shared — so they spend less time repeating themselves and more time engaging with their care.
As more people turn to AI for health questions, context, privacy, and a clear path to care matter. Nearly one in three American adults now consult AI chatbots for health questions, but most general-purpose tools have no connection to a person’s actual care and benefits history, and offer limited visibility into how data is used and protected. Dot is built differently, designed with privacy and security at its core, and passing a 99% clinical safety benchmark through rigorous testing, clinician-set guardrails, and ongoing human-in-the-loop oversight. Included Health is fully HIPAA-compliant, does not share training data with underlying large language models, and does not share member data with third parties. These practices reflect Included Health’s safety-first commitment to advancing AI with both ambition and accountability.
“General-purpose chatbots may sound helpful, but they don’t know your coverage, your history, or your care team — and weren’t built to protect that information,” said Nupur Srivastava, chief operating officer at Included Health. “Dot is designed around each member’s specific situation, in an environment built for privacy and security. Our data shows that members are three times more likely to take steps toward high-quality care when recommendations include personalized, AI-generated context. And when digital engagement isn’t enough, members aren’t left on their own; they can always draw on the clinical expertise and personal support of our people.”
Built on a foundation of privacy, safety, and clinical rigor, Dot is redefining what it means for AI to be a trusted partner in healthcare. As Dot continues to evolve, Included Health will expand the ways Dot helps members take action in their care and benefits with confidence — while keeping human expertise close at hand. Learn more about our intelligent AI health assistant and explore how Dot responds to common member questions.
About Included Health
Included Health is a new kind of healthcare company that delivers personalized all-in-one healthcare to millions of people nationwide. We provide healthcare access, answers, and advocacy through a modern experience designed to treat people better — mind, body, and wallet. It’s all included: comprehensive virtual and in-person care, system-wide navigation and care coordination, and 24/7 support for every clinical and administrative need. Our members see better doctors, experience better outcomes, and have more healthy days, all at lower cost. Learn more at includedhealth.com.
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