Humana Launches Agent Assist With Google Cloud to Augment Call-Center Support

Overview

• Humana is expanding Agent Assist across its member service centers in 2026 following a pilot that began in October 2025.
• Agent Assist is built on Google Cloud technologies including Vertex AI, Gemini, and Gemini Enterprise for Customer Experience.
• The system summarizes calls in real time, anticipates member needs, and surfaces vetted benefit and eligibility information during conversations.
• It provides guidance, compliance support, and automated call summaries to reduce manual work and improve consistency for more than 20,000 advocates who handle up to 80 million calls annually.
• Humana and Google Cloud emphasize a human-in-the-loop design with enterprise-grade privacy, security, transparency, integration with existing systems, and continuous performance monitoring.