Businessolver Artificial Intelligence Use Statement

Businessolver utilizes the power of Artificial Intelligence (AI) to support our Benefitsolver® customers and their participants in a variety of manners, designed to deliver accurate, fast, and efficient services and information to the participant.  Businessolver’s use of AI is governed by our AI governing principles, outlined below.

Uses of Artificial Intelligence

Businessolver uses AI to support a variety of Employee Benefits Administration services.  These services that utilize AI include:

• Enhanced Virtual Assistant (Sofia): Machine Learning and Generative AI powers our virtual assistant, Sofia, to provide 24/7 support for benefits-related inquiries, helping employees navigate their benefits with accurate, empathetic, and multilingual responses through language translation capabilities.

• Natural Language Processing (NLP): We use AI-driven NLP models to understand and respond to complex user queries, improving response accuracy and relevance across multiple languages.
  • Personalized Employee Experience: Both Generative AI and traditional Machine Learning help deliver personalized content, proactive benefits reminders, and tailored support based on individual member needs and historical interactions.
• Document Search and Summarization: AI enables Sofia to search for company documents, provide relevant answers, and summarize key content for employees, making it easier for them to understand their benefits. The documents returned by AI for user review will be limited to those that the user has permission to access.
  • Call Support: Reactive AI analyzes call data, summarizes interactions, and provides real-time assistance to Businessolver employees, improving service quality and efficiency.
  • Computer Vision for Verification and Claims Processing: AI-driven computer vision is used to verify dependent documentation during dependent verification and/or audit processes, as well as to automatically approve spending and savings account claims. If a claim or verification document cannot be systematically approved via our AI-driven review, then the claim / verification is further reviewed by our team members to determine if it meets the required criteria.  No claims or verifications are denied based solely on an AI-driven review.  Please note: Claims appeals or opt out requests for claims processing or event/dependent verification are handled by the Businessolver Operations team.

Businessolver AI Governing Principles

Privacy Best Practices

Businessolver will collect only the necessary data for providing services or training (both AI and human customer care representatives) and will regularly measure feature importance to support the removing of underutilized attributes. Anonymity is maintained when possible by removing, obfuscating, or reducing access to personally identifiable information (PII).

Data Security

Businessolver uses role-based security, and data encryption (both in transit and at rest).  Additionally, the data processed using AI will remain within our secure environment to maximize security. AI-driven applications will also be subject to role-based security. AI-driven applications will only be given access to data necessary to fulfill their defined function and will not be trained using any data that contains personally identifiable information.

Responsible AI Practices and Transparency

Businessolver will utilize responsible AI practices to ensure throughout all uses of artificial intelligence in our services.  To mitigate the potential for bias in our AI practices, Businessolver will, where possible, exclude information which could lead to illegal discriminatory outcomes during data preprocessing, and deploy fairness metrics such as demographic parity and equal opportunity to ensure equitable outcomes.

Businessolver will undertake bias audits for any AI it deploys which might be used to support decision making which could have a legally adverse effect on an individual. Human oversight is a critical component of Businessolver’s use of AI. All legally significant decisions which include input from generative or reactive AI will be reviewed by Businessolver employees.

To enhance transparency, Businessolver will use SHAP (Shapley Additive explanations) to provide clear model explanations to stakeholders.

Artificial Intelligence Quality Management

Businessolver will use a variety of methods to evaluate, measure, and maintain our models to ensure they remain effective, fair, secure and compliant.  These methods are continually evaluated and updated to remain current and appropriate for the work being performed.

Summary

Businessolver is committed to improving the experience, efficiency, and security of employee benefits administration.  Businessolver utilizes AI to support these services in manners that respect the data privacy and security needs, ensure responsible and transparent practices and constantly measures and ensures the quality of the work product.

Businessolver is committed to providing our customers and their employees with high quality and transparent services.  The use of AI-driven technology is used to extend our goal of providing highly efficient, empathetic and high-quality services to our customers.