Business
Humana Redefines the Member Experience with Agent Assist Built with Google Cloud
Humana Inc. (NYSE: HUM), a leading U.S. health and well-being company, today announced the launch of Agent Assist, a new solution built with Google Cloud's AI to support Humana's member advocates to deliver more personalized, accurate, and timely answers to member health benefit questions. The initiative marks another step in Humana's broader digital transformation journey, which focuses on improving member experiences through the responsible, transparent and human-centered use of artificial int
About this update from Humana Inc.
[{"type":"text","content":"Humana introduces Agent Assist to help member advocates deliver faster, more personalized support, enabled by an expanded partnership with Google Cloud","length":151,"tagName":"p","attribs":{}},{"type":"text","content":"LOUISVILLE, Ky. and SUNNYVALE, Calif., Feb. 3, 2026 /PRNewswire/ -- Humana Inc. (NYSE: HUM), a leading U.S. health and well-being company, today announced the launch of Agent Assist, a new solution built with Google Cloud's AI to support Humana's member advocates to deliver more personalized, accurate, and timely answers to member health benefit questions. The initiative marks another step in Humana's broader digital transformation journey, which focuses on improving member experiences through the responsible, transparent and human-centered use of artificial intelligence.","length":590,"tagName":"p"},{"type":"image","alt":"Google Cloud Logo (PRNewsfoto/Google Cloud)","displaySize":"","headline":null,"caption":"Google Cloud Logo (PRNewsfoto/Google Cloud)","className":"","disableSlideshowImg":false,"size":{"original":{"width":400,"height":71,"url":"https://media.zenfs.com/en/prnewswire.com/97b8f4ec7eeaa88aa1b5cead4dba5032"},"resized":{"url":"https://s.yimg.com/ny/api/res/1.2/KUqxdgjBhqIu25qlAAmiFA--/YXBwaWQ9aGlnaGxhbmRlcjt3PTcwNTtoPTEyNTtjZj13ZWJw/https://media.zenfs.com/en/prnewswire.com/97b8f4ec7eeaa88aa1b5cead4dba5032","width":400,"height":71}},"href":"https://mma.prnewswire.com/media/1032194/Google_Cloud_Logo.html","hrefExternal":true,"rel":"nofollow"},{"type":"text","content":"With more than 20,000 member advocates handling up to 80 million calls annually, Humana is using Agent Assist to help advocates focus fully on members' needs. Agent Assist summarizes call conversations in real time, anticipates member needs, and quickly surfaces relevant information. This allows advocates to remain fully engaged with members, while technology operates in the background to enhance service quality, accuracy, and consistency.","length":447,"tagName":"p"},{"type":"text","content":"Agent Assist also provides member advocates with proactive guidance, compliance support, and automated call summaries. Together, these capabilities help reduce manual workload, strengthen training, improve consistency across interactions, and ensure advocates can prioritize member needs effectively. Additionally, Agent Assist suppor...