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Agenda
2 3 4 5AlightSolutions
1Annual Enrollment
Transformingthe self service experience
Results LessonsLearned
6What’s Next
About Alight Solutions
SIMPLE
PERSONAL
CONNECTED
1
2
3
Web Site MessagingMobile
Is it SIMPLE for the employee to use?
Is it PERSONAL and relevant to who they are, what they need and how they engage?
Is it CONNECTED offering a one stop location for full benefits management?
Digital guiding principals drive engagement
The Annual Enrollment challenge
Open Enrollment is on the way
Annual enrollment in numbers
Our clients have customized sites and their support experiences vary
For many, it feels like crunch time is around the corner to make health plan decisions
Users have to navigate complex benefits choices and industry terminologies
What’s an HSA
Withdraw from savings
account
When does AE start
What’s my seed for this
year?
What has changed from last
year
Is my doctor covered
Start a pension
withdrawal
Speak to an agent
Schedule an appointment
I want a tobacco
cessation program
Add my newborn to
plan
I’m adopting a child
Remove my ex from my
plan…
Online Customers have many questions on their mind
How do I enroll
Withdraw money
Is mom considered dependent?
Transforming self service experience
In the past..online questions get routed to the call center and web chat
When does AE start
Is my doctor covered
How do I enroll
Is mom considered dependent?
Simple
Complex
Web Chat
The Result
89%of consumers are disappointed when they can’t find answers to their questions online.
95%prefer digital channels for themajority of their interactions expect the same or higher levels of service when they interact via non-digital channels.
How can we deliver on our promise
Accenture Strategy Surveys 2016
Simple Personal
Connected
Consumer expectations
Introducing Lisa
(video)
Today..Lisa can handle complex benefits questions with multiple intents, spelling errors and abbreviations
Lisa Intelligent Virtual Assistant (In partnership with Verint Technologies)
• Applies Artificial Intelligence , Natural Language Processing, so users can search for complex benefits information using simple questions in their own words
• Continuously learns and improves using Machine Learning and supervised refinement.
• Lisa keeps users engaged online and escalates only when necessary to available channels such as webchat, appointments and Call Back
• Delivers immediate critical user insights to help inform our clients and businesses
Ask Lisa | Your Virtual Assistant
SubmitType here
Annual Enrollment (AE) will be starting as of October 3rd. You can only make changes to your health insurance coverage during your determined enrollment wave or within 31 days after a change in status event, such as marriage or having a baby.
When can I enroll?
AI based escalation modelAsk Lisa | Your Virtual Assistant
SubmitType here
I want to speak to an agent !!
I’m sorry I’m not able to help, I have provided you with some support options: below:
Your options are:
Live ChatCall Me NowSchedule an Appointment
I’m sorry I’m not able to help, I have provided you with some support options below:
CALL ME NOW*Available
during business hours;
wait times vary
CHAT WITH US*Available
during business hours
SCHEDULE AN APPOINTMEN
T*Next day
calls usually available
Ne
edH
elp
?
Escalation logic
Lisa on our web (UPoint)
Lisa results past 12 months
2.5mUnique users across +220 clients
>1m
We have seen as much as 67% reduction in webchat channel
67%Of questions asked, Lisa understands. And continuously improving (75% at launch)
86.5%
HR and Benefits questions
Simple Personal
Connected
Lessons Learned
It is more then just technology
• Machine Learning works best when you have people and process
• Analytics are critical and tell the story
• It’s not about the content we think is relevant, it is what consumers tell us is relevant
• If time to market is important to you, pick the right partner
• Companies have to be patient with AI
What’s next
Positive results move us in the same direction
Lisa’s NLP and platform extend in 2019
• Enhance our content• Breadth and depth of content• More personalization
• Extend our reach • New social channels (smart speakers; Messenger etc.)• New 3rd party platforms
• Expand our interactions• Transactional• Front to RPA