Case Study: Humana achieves rapid healthcare-first digital transformation and 95% search click-through with Coveo Relevance Platform

Humana AI-Driven Relevance for Customer-Centric Healthcare

Humana, America’s fourth-largest insurer, faced a sudden convergence of challenges: its legacy search platform was discontinued, Medicare/Medicaid competition intensified, and the COVID-19 pandemic accelerated telehealth and customer demand overnight. Because Humana maintains direct relationships with many members, delivering fast, accurate digital and call-center experiences became critical to retaining and growing business.

Humana deployed the Coveo Relevance Platform to unify search across web properties, power AI-driven Finder Experiences (doctors, pharmacies, COVID test sites), and add analytics and machine learning for better relevance and query suggestions. The team rapidly launched new tools, used dashboards to prioritize responses (including distributing over 50 million masks), and boosted search click-through rates from roughly 50% to 95%; Humana is now extending the solution into call centers, commerce and pharmacy as part of a shift to a “healthcare-first” model.

Humana

Bruce Buttles

Digital Channels Director