News — August 2, 2023
bswift Enhances Ask Emma with AI to Deliver Personalized Benefits Recommendations and Personalized Employee Support
bswift has significantly upgraded, Ask Emma, its AI-powered decision support solution, to provide a hyper-personalized benefit recommendations and virtual support for employees. The goal is to boost engagement and improve employee health outcomes.
Early results are impressive1:
- Emma independently resolved 87% of inquiries
- Emma fielded 77% of inquiries after hours
Ask Emma’s comprehensive, personalized benefit recommendations
Ask Emma now guides employees based on their unique healthcare needs. She also leverages national data, claims data, and narrow network pricing.
“We’re constantly evolving and enhancing our solutions to better serve our clients and make their jobs easier,” said Ted Bloomberg, CEO of bswift. “Expanding our decision support toolset capabilities was a natural next step in our mission to improve how employees approach their benefits, helping them make informed decisions that positively impact their lives.”
Improved chat functionality through AI
bswift upgraded Emma’s chat capabilities with AI and Natural Language Understanding. This ensures:
- Emma understands and responds helpfully
- There is less need for escalation to human support
- Emma can access timely plan and account info to assist users
An industry leader in benefits technology
“We’re committed to providing the best possible experience for our clients, and our investments in Emma are a testament to that commitment,” said CTO John Hansen.
The upgrades provide a seamless, personalized approach for employees to understand, select and manage benefits—positioning bswift as a leader in the industry.
bswift’s Ask Emma was the first interactive decision support tool integrated into an enrollment platform. The new enhancements extend Emma’s impact across bswift’s digital experience and mobile app.
This milestone builds on bswift’s journey to becoming the preeminent provider of benefits administration.
1According to a 2022 bswift analysis