It wouldn’t be breaking news to say that navigating benefits can be a frustrating experience. For employees, it often means wading through complicated jargon, trying to figure out which plan is best, or chasing down answers to seemingly simple questions. This confusion doesn’t only appear during annual enrollment; it’s a year-round issue that can lead to poor plan choices, underutilized benefits, and a lot of wasted time.
And this isn’t just an employee problem. When your people are struggling with benefits questions, your HR team often becomes the default help desk. This pulls them away from strategic initiatives and into the weeds of individual benefits issues.
It’s an inefficient cycle that costs time and money and creates a poor experience for everyone involved. Traditional service models often fall short, leaving members on hold or bouncing between departments, which only adds to the frustration.
At Businessolver, we believe the solution is a blend of smart technology and genuine human connection. Our new Center of Excellence is working to deliver just that – a member experience as intelligent as it is human.
The cross-functional team brings together real-time trend analysis, coaching, and service innovation to focus on trend detection, sentiment, and resolution quality, resulting in increased satisfaction and a reduction in repeat call volume.
For HR teams, this means fewer escalations, fewer repeat questions, and more confidence that members are getting the right answers the first time. It’s not solely about improving service for your members, it’s about enabling you to operate at a higher level.
The magic happens when our technology and our people work together. AI isn’t just a buzzword for us; it’s a tool that makes our human interactions stronger, faster, and kinder.
Here’s how we’re doing it:
Think of it as a super-powered assistant that digs through all the relevant benefits information, understanding the unique eligibility and enrollment for each employee. The Sofia AI Coach Agent allows our advocate to solely focus on the person on the other end of the line.
With Sofia Coach Agent supporting our advocates in real time, HR leaders can trust that every interaction is informed, consistent, and aligned with their benefits strategy. This means fewer escalations, better employee understanding of their benefits, and more confidence in the system overall.
By analyzing conversations, we can understand member sentiment, spot common issues, and identify trends. This data helps us improve our products, refine our training, and ensure our advocates have the support they need to be successful. It also gives us—and you—a 100% holistic view of your members’ experience.
HR teams will gain access to actionable insights without having to manually collect or interpret feedback. Allowing for proactive benefits communication, targeted education campaigns, and data-driven decisions that improve plan utilization and employee well-being.
We want to make it easy for members to get help whenever they need it, 24/7. That’s why we’ve invested in powerful self-service tools like:
Empowered employees make better decisions—and that starts with easy access to support. When members can resolve benefits questions quickly through intuitive self-service tools, they gain confidence and control. That autonomy leads to higher satisfaction and fewer escalations, while HR gains time back to focus on strategic initiatives like engagement, retention, and workforce planning. It’s a smarter, scalable model that supports both employee experience and organizational goals.
So, what does all this investment in technology and people actually mean for our clients and members? The numbers speak for themselves.
Benefits will always have a degree of complexity, but the experience doesn’t have to be a painful one. By blending empathetic advocates with intelligent, purpose-built AI, we’re creating a service model that is proactive, personal, and insightful.
Partnering with Businessolver means you’re not just getting a technology platform; you’re getting a team committed to delivering an exceptional, human-centered experience. Choosing Businessolver is a strategic investment in your people, your brand, and your ability to lead with impact.
Read our newest press release to learn more about how we’re leveling up our empathetic service model to help you transform your benefits experience.
