Agent Assist

Humana is implementing Google Cloud’s AI, including Gemini Enterprise for CX, with its new Agent Assist tool. This initiative aims to empower member advocates by providing real-time conversation summaries, anticipating needs, and swiftly retrieving information. The goal is to enhance support speed, personalization, and accuracy while maintaining a human-centered approach where AI acts as a co-pilot. This aims to reduce administrative burdens and improve member welfare.