The tool is designed to help member advocates deliver faster, more personalized responses to health benefits and eligibility questions, the release said. The initiative reflects broader adoption of AI in healthcare operations and customer experience.
Agent Assist integrates Google Cloud technologies, including Vertex AI, Gemini and Gemini Enterprise for Customer Experience to support more than 20,000 member advocates across Humana’s service centers, according to the release. These teams handle millions of inquiries annually, and the system is built to generate real-time call summaries, surface relevant information during interactions, and offer guidance to assist with compliance and accurate responses.
The tool is designed with a human-in-the-loop approach, meaning member advocates retain authority over decisions while AI accelerates information retrieval and reduces manual workload. The balance aims to enhance overall service quality while keeping advocates engaged in member interactions, the release said.
Member advocates started using Agent Assist in October, and the tool is expected to be fully rolled out across service centers this year, according to the release. It will integrate into existing call center systems and undergo ongoing performance and compliance reviews.
“The initiative marks another step in Humana’s broader digital transformation journey, which focuses on improving member experiences through the responsible, transparent and human-centered use of artificial intelligence,” the release said.
Advertisement: Scroll to Continue
Humana’s move follows wider industry trends of embedding AI models and generative AI into customer service and healthcare support functions. Cloud providers such as Google have been positioning their AI platforms as foundational tools for enterprises seeking to enhance efficiency and responsiveness across high-volume service environments.
That shift aligns with a Google Cloud study, which found that healthcare and life sciences organizations are moving generative AI into production, particularly in administrative and member-facing workflows.
The study revealed that 44% of executives in these industries now have AI agents in production, and nearly half of organizations are already allocating more than 50% of their future AI budgets to agents.
For all PYMNTS AI coverage, subscribe to the daily AI Newsletter.
