Support That Shows Up When It Matters Most
Preserve trust in benefits.
Offload your service burden, 24/7.
Keep enrollment season surprisingly quiet.
Emma Chat: Instant, Plan-Specific Answers
80% Autonomous resolution
Powered by AI-native Emma™ Intelligence, Emma Chat serves as the first line of support. Drawing on employer-specific plan details along with individual eligibility data, Emma delivers clear, context-aware answers that help employees take the next best step without friction.
Claims Integration for Proactive Resolution
With claims integration, Emma Chat can help employees avoid preventable surprises early, like out-of-network costs, deductible confusion, and prior-authorization delays.
Seamless Support Hand-Offs
Emma Chat is built for speed when it’s convenient—and human touch when it matters. We target 80% autonomous resolution, so employees never get stuck in self-service loops. When a representative’s the right move, Emma routes employees seamlessly and carries the full conversation context forward.
See Emma Chat in action.
Get in touchAward-Winning 24/7 Employee Service Center
Available around the clock, our live representatives bring emotional hospitality and optimistic warmth. They’re trained on your plan and company culture, equipped to resolve issues fast and accurately. We don’t manage to call-time quotas; we target first-call resolution—even if it takes longer when it matters.
Proven Service You Can Count On
customer service satisfaction score
call quality score
of OE calls answered in 30 seconds or less
How AI-Native Emma Intelligence Anchors the Service Center Experience
Emma IVA: Intelligent Phone SupportEmma Intelligent Voice Assistant brings the same AI-native intelligence to the phone—resolving common benefits questions instantly and guiding callers to the right path without friction. When a live representative is needed, calls transfer smoothly with context intact.
Emma Agent Assistant: Smarter Support for Faster ResolutionEmma Intelligence equips Service Center agents with real-time benefits context, sentiment signals, and relevant enrollment and claims history—so they can resolve issues faster and deliver more personalized, accurate support from the first hello.Employee support is only as strong as the culture behind it
The care, urgency, and accountability behind every employee support interaction is rooted in the broader culture that defines bswift.
Learn how bswift delivers service excellenceComplete Benefits Administration
AI-native technology, hands-on service, and decades of expertise all working together to elevate every part of your benefits experience.
COBRA, Billing & Compliance Services
Reduce risk and take the regulatory workload off your plate.
We handle dependent verification, COBRA, retirement, and payroll reconciliation—combining AI precision with human expertise, so your team can stay focused while reducing risk.
Employee Engagement & Activation
Reduce confusion and drive year-round behavior change.
Boost participation with custom communications, while AI-guided experiences drive enrollment. From there, Evive Personalization powers utilization with systematic, data-driven nudges and campaigns.
Benefits Administration Platform
Turn complexity into calm.
Handles any workforce, anywhere with deep configurability and hundreds of integrations, so complexity never slows you down. Offers maximum flexibility and complete control.
Frequently Asked Questions
How does Emma Chat reduce employee benefits call volume?
Emma™ Chat serves as the first line of support, delivering plan-specific, eligibility-aware answers instantly. By resolving up to 80% of common questions autonomously and guiding employees to the right next step, it reduces call volume by approximately 15% while improving speed and accuracy.
Can Emma Chat provide answers based on our specific benefits plans?
Yes. Emma™ Chat draws directly from your employer-specific plan configuration, eligibility rules, enrollment history, and integrated claims data to provide context-aware answers that reflect what is actually true for each employee—not generic benefits guidance.
What happens when Emma Chat can’t resolve a complex benefits issue?
When a live representative is the right move, Emma™ transfers the conversation seamlessly to the Employee Service Center with full context intact. Employees never have to repeat themselves, and human agents can immediately pick up where the digital interaction left off.
How does claims integration improve employee support?
With claims integration, Emma™ can proactively flag common issues such as out-of-network usage, deductible confusion, and prior-authorization requirements before they become costly surprises. This reduces avoidable friction and helps employees make better decisions earlier.
What makes bswift’s 24/7 Employee Service Center different from a traditional call center?
bswift’s Service Center operates 24/7 with representatives trained on your specific plan design and company culture. The team prioritizes first-call resolution over call-time quotas, combining technical accuracy with emotional hospitality during high-stakes benefits moments.
What service levels can employers expect during Open Enrollment?
During Open Enrollment, 88% of calls are answered in 30 seconds or less, supported by a 95% customer satisfaction score and a 92% call quality score. Emma™ Chat absorbs high-volume routine questions, keeping enrollment season calmer and more predictable for HR teams.
How does Emma IVR support employees who prefer phone interactions?
Emma™ IVR brings the same native AI intelligence to the phone channel, resolving common benefits questions instantly and routing callers intelligently. When escalation is needed, the call transfers smoothly to a live representative with relevant context preserved.
How does Emma Agent Assistant improve first-call resolution?
Emma™ Agent Assistant equips service representatives with real-time benefits context, sentiment signals, enrollment history, and claims insights. This enables faster diagnosis, more personalized responses, and higher first-call resolution without placing employees on hold.
What is Emma Intelligence?
Emma™ Intelligence is bswift’s AI-native technology woven across the bswift ecosystem to make benefits simpler, smarter, and more human—reducing friction for employees, admins, and service teams. It uses benefits materials, plan configuration, eligibility logic, and operational context to guide decisions, accelerate answers, catch issues earlier, and turn data into direction.
What does AI-native mean in Emma Intelligence?
AI-native means Emma™ Intelligence is built directly into the bswift platform and workflows—not added on as a separate chatbot or bolt-on tool. Because it runs on your real benefits configuration and content, it delivers plan-specific answers and automation that match what’s actually true for each employer and employee.