Humana Launches Google Cloud-Powered Agent Assist to Support Members

The AI also directly answers member questions, helping to streamline service for Humana’s more than 20,000 member advocates who manage up to 80 million calls annually.

Humana has launched Agent Assist, an AI-powered solution developed in collaboration with Google Cloud, to support member advocates in delivering faster, more accurate health benefit guidance. The system integrates directly into Humana’s call center operations.

When members call, Agent Assist works in the background to provide real-time guidance to advocates, automate call summaries, and ensure compliance across interactions. The AI also directly answers member questions, helping to streamline service for Humana’s more than 20,000 member advocates who manage up to 80 million calls annually.

The tool aims to reduce manual workloads, strengthen training, and improve interaction consistency, allowing advocates to focus on member needs more effectively. Humana began piloting Agent Assist in October 2025, with full deployment across member service centers planned for 2026.

Built on Humana’s agentic AI platform, the system uses Google Cloud’s Vertex AI, Gemini, and Gemini Enterprise for Customer Experience (CX) to support advocates with eligibility and benefit details while ensuring accountability for member engagement. Enterprise-grade data privacy, security, and transparency are incorporated into the platform.

“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 at Humana. “Agent Assist puts responsible innovation directly into the hands of our advocates, helping them focus on what matters most – helping our members.”

Chris Sakalosky, vice president of Strategic Industries at Google Cloud, added, “Our collaboration with Humana is a blueprint for the future of healthcare – where technology enhances, not replaces, the human element. By integrating Gemini Enterprise for CX, we’re giving advocates an agent that handles benefit complexities in the background so they can focus on empathy and care.”

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