Humana and Google Cloud Partner to Revolutionize Member Support with AI-Powered Agent Assist
Humana Inc. is launching a new AI-powered solution, Agent Assist, developed in collaboration with Google Cloud, to enhance the support provided to its members by streamlining processes and empowering member advocates.
Humana, a leading U.S. health and well-being company, announced the launch of Agent Assist on February 3, 2026. The new tool leverages artificial intelligence to deliver more personalized, accurate, and timely answers to member health benefit questions, marking a significant step in the company’s digital transformation.
With over 20,000 member advocates handling as many as 80 million calls each year, Humana aims to optimize their workflow with Agent Assist. The system summarizes call conversations in real time, anticipates member needs, and quickly provides relevant information, allowing advocates to focus on building rapport and addressing individual concerns.
“We are always looking for new ways to enhance the member experience by making those interactions more personalized, accurate, and faster,” stated Japan Mehta, chief information officer at 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 goes beyond simple information retrieval, offering proactive guidance, compliance support, and automated call summaries. These features are designed to reduce administrative burdens, improve training effectiveness, and ensure consistent service quality across all interactions. The solution also prioritizes data privacy, security, and transparency, aligning with Humana’s commitment to Responsible AI principles and leveraging Google Cloud’s enterprise-grade capabilities.
Built on Humana’s agentic AI platform, Agent Assist utilizes Google Cloud’s Vertex AI, Gemini, and Gemini Enterprise for Customer Experience (CX). This technology enables advocates to efficiently navigate complex benefit details and eligibility questions while maintaining a “human in the loop” approach. This ensures advocates remain accountable for member engagement and decision-making, with AI serving as a powerful support tool.
According to a company release, the collaboration with Humana represents a new standard for healthcare, where technology enhances—rather than replaces—the human element. “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,” said Chris Sakalosky, vice president, Strategic Industries, Google Cloud. “This isn’t just about efficiency; it’s about redefining the standard for member support.”
Humana began piloting Agent Assist with member advocates in October 2025, with plans for a full rollout across all member service centers in 2026. The expanded partnership between Humana and Google Cloud underscores a shared vision for strengthening human connection in healthcare through smarter, simpler, and more personalized interactions.
About Humana
Humana Inc. is dedicated to prioritizing health for its teammates, customers, and the company as a whole. Through its Humana insurance services and CenterWell health care services, the company strives to make it easier for millions to achieve their best health, delivering the care and service they need, when they need it. More information can be found at Humana.com and CenterWell.com.
About Google Cloud
Google Cloud provides a comprehensive suite of AI, infrastructure, developer, data, security, and collaboration tools designed for the challenges of today and the innovations of tomorrow. With a powerful, fully integrated AI stack and a global infrastructure, Google Cloud empowers organizations to transform and innovate. Customers in over 200 countries and territories rely on Google Cloud as their trusted technology partner.
