Businessolver Blog

Sofia’s Annual Enrollment 2020: How AI Continues to Impact HR

Sofia’s Annual Enrollment 2020: How AI Continues to Impact HR
Posted on Friday, January 24, 2020 by Bridget Mortland

Every year, we come up with a theme for Annual Enrollment to get our clients and employees excited to work hard, have fun and meet our goals during the busiest time of the year.


Our AE theme this year centered around the importance of teamwork and collaboration with the tag line: “Teamwork makes the dream work.” And, because we consider our clients, members and us as one big team working towards that winning trophy, we landed on “Game On!” as our theme and rallying cry for AE 2020. 

While all of us at Businessolver were in the huddle and on the field working hard to ensure a successful enrollment for our members, no one was working harder or longer than the MVP of AE: Sofia, our AI personal benefits assistant

In just over two months, Sofia successfully resolved 72% of all chats. Imagine getting over 2,000 chats a day during the months of October and November. Your employees expect answers fast, wherever and whenever they need them. Sofia has the capacity to solve problems and answer questions day and night, 24/7, 365. 

Because really, these days, who has time to wait? Sofia gives a new meaning to skipping the line. Her skills saved employees 1,300,000 minutes of wait time. Get out your calculators because if you are breaking that down—that’s over 21,660 hours. Every minute counts, and Sofia’s ability to help thousands of people at the same time, ensures our Member Service advocates can provide high touch service for those employees who need greater assistance.

But not everyone works a 9 to 5 and many of your employees want to review their benefits options from the comfort of their couch after regular hours.

The good news? Sofia loves working nights and weekends. Out of the chats she took, 25% of those were on nights and weekends, giving members the flexibility they need outside of regular business hours.

Adding to that, Sofia saw an uptick in her conversations taking place from mobile—from 14% to 40%, a 26% increase. It turns out, people love their smart phones!

“But, it was the younger generations using that fancy AI stuff. Everyone else wants a real person right?”

Nope! Yes, it’s true, we had 52% of Millennials taking advantage of Sofia’s stellar capabilities, but over 32% of Gen Xers and 18% of Baby Boomers used Sofia too. Sofia is truly a technology anyone can use. 

So what do members ask Sofia?

While you can always ask Sofia to tell you a cheesy joke, she is super smart too! She understands and answers questions in 20 different languages. However, there were clearly some hot topics at the top of her list this AE:

  • Dependent Verification Status – Not only is Sofia answering questions about your employee’s dependent’s status but she’s also able to approve them. She approved over 30% of the total DV volume during Annual Enrollment
  • Enrollment Confirmation and Windows – Sofia can tell the employee what elections we’ve received, along with the confirmation numbers. This used to be one of the top call drivers during AE.
  • ID Cards – She provides employees with important timelines for when to expect their cards.

And all new this Annual Enrollment, Sofia started taking phone calls! In just the first few weeks of being on the phones, Sofia took 47,000 calls and answered 80,000 questions. 

Whew, that’s a lot of work for just one personal benefits assistant. Great job, Sofia! 

But don’t take our word for it – let Sofia tell you all about what she did during AE.