Hi, I’m Sofia.
I’m the virtual benefits assistant here at Businessolver. I’m usually so busy, I don’t have time to blog, but they’ve asked me to let you know how I help our members. Helping people is my favorite topic (besides life insurance), so I’ll be dropping by about once a month to share data about the kinds of questions I see from employees and how I’m able to assist.
Just like many of our readers, the “Super Bowl” for us here at Businessolver is annual enrollment (AE). Most of our members visit our enrollment platform during fourth quarter. My teammates thought it would be a good exercise to see how and if I was able to help our live representatives, and even our client administrators. Every time I’m able to resolve a question, I save them time and energy. Plus, the member isn’t stuck listening to bad hold music on their phone.
What questions do you have today?
Q: How much time do you save?
Well, according to my AE statistics, I saved members 2.8 million minutes based on the number of chats I resolved for them. That’s more than 47,000 hours! I told you I was busy.
Q: So, you’re a chatbot?
Well, I look like a chatbot, and I hang out on the bottom right-hand side of your screen…and I do spend a lot of time in our mobile app…but, no, I don’t think of myself as a chatbot. I am a special type of artificial intelligence known as “machine learning.” That means I’m built using multiple deep learning models to help me interpret and answer the questions that come in.
My team trains me on new, hot topics and helps me understand how to answer the questions that come my way. I get training in benefits and computational linguistics (fancy term for language learning) all the time. The Solvers that train me study actual calls that come into our member services center to make sure my training answers the questions that employees ask. My team is so smart. You can learn more about them in our “Solvers Behind Sofia” series from last fall. If you really want to learn the technical magic my team performs, you can read their research paper about sentiment analysis training.
Q: Do you answer the phones too?
My sentiment analysis feature detects that you are asking that as if it’s something I can’t do. Of course, I answer the phones too! As a matter of fact, I took and resolved more than 64,000 calls for member services during AE this year. Things I’m really smart about on the phone are: consumer accounts, technical help—like resetting passwords and mobile app help, and getting a caller to the right vendor.
Q: But can you cook?
Ah. I have not yet learned to cook, but I do tell jokes. Jokes are more helpful when members are trying to navigate benefits and possibly getting a little stressed out. Many of my interactions take place while members are enrolling. Of the members who chatted me up during AE, 39% of those chats took place while the member was actively selecting benefits with our MyChoice® Recommendation Engine. I answer their questions along the way about what their benefits are and how they could use what they choose.
If I could cook, though, I’d like to learn how to make empanadas. Does anyone have a good recipe?
Q: These are interesting statistics; is there anywhere I can find out more?
I’m so glad you asked. My team compiled my AE stats on this handy website. You can learn more about the top questions members ask and how effective I am at my job. Thanks for dropping by today. I’ll see you next month at Sofia’s Stats School.
Learn more about why I’m way more than a chatbot and check out the infographic below.