In its latest Value-Based Care By the Numbers Report, Humana detailed 2024 metrics demonstrating that Medicare Advantage members under value-based arrangements experienced 24.3% fewer inpatient admissions compared to those enrolled in Original Medicare, 13.4% fewer emergency department visits and 7.6% fewer hospital admissions than members treated by fee-for-service clinicians. The report further noted an uptick in preventive screenings—breast cancer, colorectal cancer and osteoporosis management—and enhanced chronic disease management, including higher statin therapy use for cardiovascular patients and improved medication adherence for hypertension and diabetes. Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey data revealed a 13-point higher Net Promoter Score for members in value-based care, underscoring stronger patient satisfaction across care coordination, customer service and overall health plan experience.

Humana has unveiled Agent Assist, an AI-driven support tool co-developed with Google Cloud, designed to empower over 20,000 member advocates handling up to 80 million annual calls. Built on Vertex AI, Gemini and Gemini Enterprise for Customer Experience, the system generates real-time call summaries, surfaces eligibility and benefits information and provides compliance guidance, while preserving a human-in-the-loop decision framework. Pilot use began in October 2025, and full roll-out across Humana’s service centers is planned for 2026. Early results indicate a reduction in average handle time by 18% and a 22% decrease in follow-up inquiries, reflecting gains in efficiency and accuracy without sacrificing the empathic member engagement central to Humana’s service model.