health insurance company humana Launch of Agent Assist, a new artificial intelligence-driven support tool developed with google cloudaccording to Tuesday (February 3) press release.
tool is designed This release is being released to help member advocates respond faster and more personally to questions about health benefits and eligibility. said. This effort reflects the widespread adoption of AI. health care operations and customer experience.
Agent Assist integrates Google Cloud technologies, including: Vertex AI, gemini and Gemini Enterprise for Customer Experience Humana will support more than 20,000 member advocates across its service centers, according to the release. These teams process millions of inquiries a year, and the system built Generate real-time call summaries and display relevant information during interactions. offer guidance to help Compliance and accurate response.
The tool is designed with a human-involved approach, meaning member advocates retain power over decisions while AI accelerates information retrieval and reduces manual workload. This balance is intended to improve overall service quality while keeping advocates engaged in member interactions. said.
Member advocates began using Agent Assist in October, and the tool is expected It will be fully rolled out across service centers later this year, according to the release. It integrates with existing call center systems and provides continuous performance and compliance reviews.
“This initiative marks another step in Humana’s broader digital transformation, focused on improving the member experience through the responsible, transparent and human-centered use of artificial intelligence,” the release states.
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Humana’s move follows suit wider AI Models and Generation Industry trends to incorporate AI into customer service and healthcare support functions. Cloud providers like Google are positioning their AI platforms as foundational tools for enterprises looking to improve efficiency and responsiveness across high-volume service environments.
This change is consistent with a Google Cloud study that found healthcare and life sciences organizations are transitioning. Generation AI This enables implementation into production environments, especially in administrative workflows and workflows for members.
the study revealed 44% of executives in these industries now AI agents are in production, and nearly half of organizations have already allocated more than 50% of their future AI budget to agents.
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