PYMNTS.com·2026-02-03 21:20Core Insights - Humana has launched Agent Assist, an AI-driven support tool developed in collaboration with Google Cloud to enhance member advocacy in health insurance [1][2] - The initiative signifies a broader trend of AI adoption in healthcare operations and customer service [2][6] Group 1: Tool Features and Functionality - Agent Assist utilizes Google Cloud technologies, including Vertex AI and Gemini, to support over 20,000 member advocates across Humana's service centers, handling millions of inquiries annually [3] - The tool generates real-time call summaries, surfaces relevant information during interactions, and provides guidance for compliance and accurate responses [3] - A human-in-the-loop approach is implemented, allowing member advocates to maintain decision-making authority while AI aids in information retrieval and reduces manual workload [4] Group 2: Implementation and Future Plans - Member advocates began using Agent Assist in October, with a full rollout expected across service centers within the year [5] - The tool will integrate into existing call center systems and will undergo ongoing performance and compliance reviews [5] - This initiative is part of Humana's broader digital transformation strategy aimed at improving member experiences through responsible AI use [5] Group 3: Industry Trends - Humana's move aligns with industry trends of integrating AI and generative AI into customer service and healthcare support functions [6] - A Google Cloud study indicates that 44% of executives in healthcare and life sciences have AI agents in production, with nearly half of organizations allocating over 50% of future AI budgets to these agents [7]