Humana Inc. today announced the launch of Agent Assist, a solution developed with Google Cloud’s AI technology. The system is designed to support the company’s 20,000-plus member advocates, who collectively handle up to 80 million calls each year.
Agent Assist doesn’t replace human interaction; instead, it works in the background to summarize conversations in real time, predict member needs, and quickly provide relevant information. This allows advocates to focus on building rapport and addressing individual concerns, while the AI handles the more routine aspects of the call.
The technology also offers proactive guidance, ensures compliance, and automatically generates call summaries, reducing administrative burdens and improving consistency across interactions. Humana emphasizes its commitment to “Responsible AI,” incorporating Google Cloud’s data privacy, security, and transparency features.
Built on Humana’s existing AI platform, Agent Assist leverages Google Cloud’s Vertex AI, Gemini, and Gemini Enterprise for Customer Experience (CX). The system navigates complex benefit details and eligibility questions, but always maintains a “human in the loop” to ensure accountability and personalized support.
“We are always looking for new ways to enhance the member experience by making those interactions more personalized, accurate and faster,” said Japan Mehta, chief information officer, Humana. “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 integrates seamlessly with existing call center infrastructure and will be continuously monitored for performance and 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,” said Chris Sakalosky, vice president, Strategic Industries, Google Cloud. “By integrating Gemini Enterprise for CX, we’re giving Humana’s advocates an agent that handles the complexity of benefits in the background, so they can focus on the empathy and care that members deserve. This isn’t just about efficiency; it’s about redefining the standard for member support.”
Humana member advocates began piloting Agent Assist in October 2025, with a full rollout planned across all member service centers in 2026. The collaboration between Humana and Google Cloud aims to strengthen human connection in healthcare, making every interaction smarter, simpler, and more personal.
