Case Study: Humana builds an AI-enabled procurement operating model with Zip

Humana enables 67,000 employees on Zip with an AI-enabled procurement operating model

Humana, a major health insurance and healthcare services company, faced a fragmented and reactive procurement process. With requests coming through email, tickets, and informal channels, the company lacked real-time visibility and the ability to govern its $6 billion in annual indirect spend. An incumbent in-house platform was difficult to scale, and stakeholders had no self-service method for tracking requests. Humana turned to Zip to build a new AI-enabled procurement operating model.

Zip implemented a centralized intake solution that provided a single front door for all spend demand, giving stakeholders self-serve transparency. The solution embedded AI from the point of intake and built policy and governance directly into workflows to guide compliant behavior in real time. Following a six-month implementation, Humana went live with Zip, gaining the infrastructure to embed AI at the point of intake. This provided the foundation for a fundamental redesign of how procurement operates, setting the stage for future AI agents to automate and streamline processes.

Humana