Humana has launched Agent Assist, an AI system designed to support its member advocates as they answer questions about benefits and eligibility.
Humana is a Louisville, Kentucky-based health insurer best known for its Medicare Advantage business, along with other government and commercial health plans and related health services.
In a joint announcement with Google Cloud, the insurer framed the rollout as part of its broader digital transformation effort focused on “responsible” use of AI in member service.
Humana said it has more than 20,000 member advocates handling up to 80 million calls annually, and that Agent Assist is meant to help them deliver faster and more accurate responses by summarizing calls in real time, anticipating needs and surfacing relevant information during an interaction.
The system also provides proactive guidance, compliance support and automated call summaries, with the aim of reducing manual work while improving consistency and training.
Humana CIO Japan Mehta commented that the goal is to make member interactions “more personalized, accurate, and faster.”
Built on Vertex AI and Gemini Enterprise for Customer Experience
Agent Assist runs on Humana’s “agentic AI platform” and uses Google Cloud’s Vertex AI, Gemini and Gemini Enterprise for Customer Experience, according to the companies.
According to the firms, the design keeps a “human in the loop,” meaning advocates remain accountable for member engagement and decision-making while the AI supports their workflow.
The companies also said Agent Assist integrates into existing call center systems and is “continuously reviewed and monitored” for compliance and performance, tying the deployment to Humana’s responsible AI posture and Google Cloud’s security and transparency capabilities.
Google Cloud positions Gemini Enterprise for CX as an “agentic” customer experience layer for building and managing agents across customer journeys. On the same product line, Google describes “Agent Assist” capabilities that provide in-the-moment coaching and next-best-action guidance for service reps.
Why this matters for payer ops and governance
Humana said advocates started using Agent Assist in October 2025 and that a broader rollout is planned across member service centers in 2026.
For enterprise buyers, the launch lands as AI agents move from pilots into operational workflows. In a separate ROI of AI study announcement, Google Cloud said 52% of surveyed executives reported their organizations are actively using AI agents, with customer service and experience cited as the most common agent use case.