Humana Redefines the Member Experience with Agent Assist built with Google Cloud

Humana Inc. announced the launch of Agent Assist, a solution built with Google Cloud. More than 20,000 member advocates handle up to 80 million calls annually at the company. The tool summarizes call conversations in real time, anticipates member needs, and surfaces relevant information to advocates. Agent Assist provides proactive guidance, compliance support, and automated call summaries. These capabilities reduce manual workload and strengthen training. They also improve consistency across interactions while advocates prioritize member needs. The solution is built on Humana's agentic AI platform. It uses Google Cloud's Vertex AI, Gemini, and Gemini Enterprise for Customer Experience. A human remains in the loop for accountability and decision making throughout every interaction. Japan Mehta, chief information officer at Humana, said the company is always looking for new ways to enhance the member experience by making interactions more personalized, accurate and faster. Agent Assist puts responsible innovation directly into the hands of advocates. Chris Sakalosky, vice president of Strategic Industries at Google Cloud, said the collaboration serves as a blueprint for the future of healthcare. Member advocates began using Agent Assist in October 2025. Full rollout is planned for Humana member service centers in 2026. The tool integrates with existing call center systems and is continuously reviewed for compliance and performance.