Humana is launching AI-enabled Agent Assist in collaboration with Google Cloud, according to a Feb. 3 news release.
Agent Assist aims to personalize and expedite member support by generating real-time conversation summaries, predicting member needs and contributing relevant information efficiently to bolster Humana’s 20,000 member advocates, or care-support personnel. Agent Assist will also provide guidance and compliance support to staffers.
“We are always looking for new ways to enhance the member experience by making those interactions more personalized, accurate and faster,” Humana CIO Japan Mehta said. “Agent Assist puts responsible innovation directly into the hands of our advocates, helping them to focus on what matters most — helping our members.”
Agent Assist relies on Google Cloud’s Vertex AI, Gemini and Gemini Enterprise for Customer Experience. AI will operate in the background as call-center representatives lead the interactions, maintaining a “human-in-the-loop” dynamic. The program will be monitored consistently to ensure compliance.
“Our collaboration with Humana is a blueprint for the future of healthcare — where technology doesn’t replace the human element, but radically enhances it,” Chris Sakalosky, vice president of strategic industries at Google Cloud, said.
While Humana member advocates started using the tool in October, a full rollout across member service centers is slated for 2026.
Humana and Google Cloud codified a partnership to build out cloud infrastructure and AI resources in 2024. Before that, Humana worked with Google on population health solutions and digital insurance cards.
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