As a leading provider of outsourced benefits administration and cloud-based HR and financial solutions, Alight Solutions was determined to create seamless, people-centric experiences for 19M+ people and their families spread across 1400 companies. The company challenged itself to transform customer self-service, as it handles 1.4 million phone calls in enrollment periods and delivers services to over 10 million participants.

Leveraging Verint’s chatbot and Conversational AI technology that understands questions of users in their own words, Alight launched the intelligent assistant “Lisa,” a new self-service system that has handled over 760,000 interactions and delivered a 67% reduction of live chat engagements in the call center over the previous year.

In this video presentation from last month’s Conversational Commerce Conference in San Francisco, Ibrahim Khoury, director of Product Development and Innovation at Alight Solutions, shares insights about Lisa that combines machine learning and professional development to provide answers for customer questions on enrollment, health savings accounts, password issues, medical benefits, and retirement benefits.

Categories: Conversational Intelligence, Intelligent Assistants, Articles