Humana Rolls Out AI Support Tool for Call Center Operations

The insurer said the tool, called Agent Assist, is being rolled out across its service centers following an initial deployment that began in October.

Humana has launched an artificial intelligence-powered support tool designed to assist call center employees in responding to beneficiary questions about coverage and eligibility.

The insurer said the tool, called Agent Assist, is being rolled out across its service centers following an initial deployment that began in October.

Developed in partnership with Google Cloud, Agent Assist provides real-time summaries of conversations between call center workers and enrollees. The system highlights relevant information during calls, including benefit details, eligibility status, and contextual insights drawn from the interaction. According to Google Cloud, the tool is intended to reduce the need for agents to manually search across multiple systems while speaking with members.

Humana receives approximately 80 million customer service calls each year, handled by more than 20,000 support workers. The company said the AI tool is designed to help agents address inquiries more quickly and consistently by offering guided assistance as members navigate coverage-related questions. By automatically summarizing calls, the system also reduces the need for agents to pause conversations to take notes.

Chris Sakalosky, vice president of strategic industries at Google Cloud, said the tool draws only from Humana’s internal health plan information and policy documentation. Call center workers are able to view citations and source references for the information surfaced by the system, allowing them to verify details before communicating them to members.

Humana expects the technology to contribute to operational efficiency and cost savings. During a third-quarter earnings call in November, CEO Jim Rechtin said the company’s broader agentic AI platform, combined with other efficiency initiatives, is expected to generate more than $100 million in savings over the next few years, while also improving operational quality.

The rollout comes as insurers and healthcare organizations increasingly deploy AI tools to manage high call volumes and administrative complexity. However, industry experts have cautioned that AI systems can sometimes generate inaccurate or misleading outputs and may require ongoing oversight to maintain performance.

Humana said Agent Assist has been built with safeguards to address these risks. The company stated that the tool is continuously reviewed and monitored, and that it operates within a “human-in-the-loop” framework. Under this model, the AI handles data retrieval and summarization, while call center agents remain responsible for reviewing the information and determining what is communicated to members.

Humana plans to complete the implementation of Agent Assist across its service centers over the course of this year.

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