SofiaSM for the Win

Annual Enrollment 2021 by the Numbers

Annual Enrollment 2021 by the Numbers

For our 2021 Annual Enrollment, our personal benefits assistant, Sofia, saved members valuable time and afforded HR teams and our member services advocates more capacity to tackle the more complex needs live.

Sofia at Work

Chat Resolution

Members are getting answers in real time…with NO wait time. Sofia is resolving MORE chats this year with a 97% increase in chat volume

The After-Hours Assist

With Sofia pulling the night shift and weekend duty, members get help exactly when they need it. 

Working for You

Sofia’s efforts on the front lines of member questions frees up our live reps to answer the tough stuff. 

MVP of Your Benefits Team

Generationally Speaking

Sofia helps our enrollees across the generational board.

Generationally Speaking

Jokes Are Free

Need a quick breather? Sofia can lighten the mood with a joke!

Sofia Jokes

Speaking of Time

No waiting with Sofia. Members get their questions answered quickly and efficiently.

Speaking of Time

On the phone

Sofia successfully deflected more than 64,000 member calls during annual enrollment and is rocking the answers there too. 

On the phone

Always Learning

Sofia really “hit the books” in 2020, quickly learning responses to COVID-19 related questions. 

Sofia’s chat volume continues to increase year over year. She took 97% more chats for 2021 AE than for 2020. 

Sofia learns based on employee insights. What are the hottest benefits topics? Our UX team and linguist study HOW questions are asked and WHAT questions are generating the most buzz to make sure Sofia is brushing up on the right lingo.  Are people asking about “retirement” or “claims?” We make sure Sofia can help with the questions that members ask.

Top Topics

During AE, Sofia helped people answer their basic benefits questions, so they could elect the right coverage. Her top three topics were:

1. General Insurance Questions
  • “What is coinsurance?”
  • “Help me understand…life insurance (or dependent/voluntary term/supplemental/basic/whole life)”
  • “What is accident insurance?”
2. Current Benefits Questions
  • “What are my current benefits?” or “How do I keep my current benefits?”
  • Plan Details: “Where do I find my plan details?”
  • Enrollment: “Am I enrolled/covered/all set for 2021?” and “Where do I find/view/see my 2021 benefits?”
  • Coverage: “Does my plan cover knee surgery?” or “What does my medical plan cover?”
3. Dependent Questions
  • How do I remove/delete/change/add a dependent?

Sofia’s “greatest hits”

Sofia’s “greatest hits” for plans and programs this AE season were:

1. Medical coverage
2. Health Savings Accounts (HSAs)
3. Dental coverage
4. Flexible Spending Accounts (FSAs)
5. Life insurance
6. Vision coverage

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