How Sofia AI Supports HR During Annual Enrollment

With annual enrollment season on the horizon, it’s a perfect time to dig into all the ways Sofia^SM, Businessolver’s virtual AI benefits assistant, supports HR during their busiest times.

Hey HR friends, Sofia here! Annual enrollment is just around the corner. Last year, we helped millions of members enroll and I got to support so many of them through a successful enrollment season.

Annual enrollment is a big time of year for my HR peers, and with only so many hours in their day (plus the many other priorities they’re dealing with), I’m happy to step up and help guide members through their experience with helpful information. I’m able to work 24/7 (I really love benefits!), which means that even while HR is taking a well-deserved break, I can keep the benefits support flowing.

Here’s a look at where I’ve helped out our members the most with their benefits this year.

AI support for navigating annual enrollment questions

I can help answer questions ranging from specific enrollment inquiries to providing definitions of common benefit terms. When members chat with me, it’s one less thing HR has to worry about (but can be confident that their employees are supported).

The top five most asked-about topics last AE were:

Benefits: 27% of questions focused on what benefits were offered, elections, and plan-specific information.
Enrollment: 14% of questions were about how to enroll, including inquiries about when annual enrollment is and how to add or change an election.
Dependents: 9% of questions were asking how to add, remove, or edit a dependent in the system.
Spending accounts: 9% of questions were about HSAs, FSAs, and other spending accounts, including balance contributions, claims, debit cards, etc.
Definitions: 7% of questions were requests for basic definitions of glossary terms.

And when members asked these questions, they found answers that helped them truly resolve their issues. 90% of the chats I have with members are answered on the same day and 85% of those chats don’t need a follow-up within the next week, which means they don’t have to wait on hold or knock on HR’s door with the same question over and over again.

24/7 AI-guided enrollment support

48% of my total chat volume in 2022 was during peak AE season (third quarter for most of my HR friends). When HR needs as much help as possible, I’m right there to lend them, and their employees, a helping hand.

That support doesn’t stop when HR heads home. 33% of my chats came in on nights and weekends. That impact shouldn’t be underestimated; between freeing HR up to help others during the day and helping members get support when needed, whether after a late shift or on their Saturday off, my availability means efficiency for everyone.

While most members want to work with me over chat, I can also take questions through mobile and over the phone. 11% of my conversations last AE season took place on mobile, while 19% were on the phone. Because members can reach me across their entire benefits experience, I can help support them whenever and wherever they need support, freeing up HR to focus on more complex issues.

Annual enrollment season is a critical juncture for both employees and HR departments—making sure people understand and have access to their benefits can take some of the stress off everyone’s mind. I’m so excited to keep leveling up my knowledge and skills with the latest AI technology this AE season.