Artificial intelligence features
Participant experience
Smart speaker skill
Over 100 million smart speakers are in U.S. homes with over 50% of owners using them daily. The integration of smart speaker technology with BenefitConnect will offer in-home convenience, leverage technology people know and trust, and reduce self-service and service center activity for routine inquiries.
Real-time image processing
This feature leverages optical character recognition and machine learning to deliver real-time processing of documents submitted by participants to substantiate spending account claims and dependent verification evidence. By reducing the feedback cycle from days to minutes, we will deliver consumer-grade convenience and speed of processing.
Virtual Guide: Retirement topics
Our virtual guide provides a comprehensive support resource for benefit inquiries, available 24 hours a day, seven days a week, across all device types. Based on a successful 2019 introduction, the Virtual Guide will be extended to support common retirement plan-related inquires.
Delivery experience
Service center voice message enhancements
Automated message translation and sentiment analysis will deliver a more responsive customer experience. These new capabilities will benefit our clients and their plan participants by accelerating intervention with dissatisfied callers, reducing opportunity for escalation and increasing availability of representatives to handle calls.