Humana

Humana deploys Gemini + Vertex AI Agent Assist to support call-center member interactions

Humana · Customer support automation · GCP

Humana is using Google Cloud-backed artificial intelligence to support its member service call centers with a virtual agent called Agent Assist. The tool runs in the background during calls, anticipates what the human advocate may need, surfaces real-time call summaries and relevant benefit or coverage information, and guides staff with compliance-aware assistance. Humana said the system is intended to improve consistency across interactions, automate manual work, and make member support faster and more personalized. The deployment was first limited in October 2025 and is planned to roll out to all call centers in early 2026.

AgenticProduction

Humana reduces emergency hospital admissions with AI-powered patient risk prediction

Humana · Clinical analytics · Microsoft

Humana, a leading US healthcare insurer, partnered with Microsoft Research to leverage AI and the Microsoft Cloud for Healthcare to proactively identify members at high risk for emergency hospital admissions. Traditionally focused on in-patient care and remote monitoring, Humana shifted toward integrating clinical data and key patient event triggers to develop advanced predictive models. These models use neural networks, tree-based models, and deep learning, unified on the Microsoft Cloud, to capture nuanced patient health dynamics. By combining existing single-focus predictive models with structured patient data, the collaboration resulted in over 20% improvement in model precision. Importantly, this was accomplished with strict adherence to data privacy using de-identified information. Enhanced model accuracy allows care teams to act earlier with personalized care plans, helping reduce readmissions and optimize care delivery. The project highlights the impact of precise AI deployment in transforming patient outcomes and reducing healthcare system costs. Humana partnered with Microsoft Research to develop a multivariable AI model integrating data from Humana’s 4.9 million Medicare Advantage members. The research addressed sample imbalance and precision issues through novel deep learning techniques. Resulting improvements in model precision directly enable earlier care team interventions. The effort positions Humana for further analytics-driven care enhancements as models continue to evolve.

Humana advances patient care with Azure IoT for remote monitoring

Humana · Remote patient monitoring · Microsoft

Humana, a healthcare company, has incorporated Microsoft Azure IoT Connector for FHIR in its remote patient monitoring systems, particularly for patients suffering from chronic ailments. This solution enables real-time health data sharing, facilitating timely interventions and proactive healthcare. The integration supports clinicians in better managing chronic conditions while improving patients' experiences.