A PEO built an AI support agent from 15 benefits plans and PDFs. The system answers questions instantly, like finding a dental card, and uses a Ritz-Carlton service framework to guide responses. It once answered a question in seconds that a carrier couldn't handle.
This is one we built that has been an absolute game changer for us. So we are a PEO, and that means we have about 15 different benefits plans our customers could reach out to us about and say, hey, I have a question about my benefits. Well, are they talking about the Blue Cross Silver 2500 plan? Are they talking about the MetLife dental plan? Like, what are they even talking about? And so we can now, we have every Summary plan description, every piece of documentation about every plan we offer uploaded in the knowledge base, and we're barely even using the capacity in this project. So, you know, we might get a question from a customer, how do I find my dental card? If you were to watch what it did here, it's also pulling in our customer success ninja skill we've created. So we have a very specific way in which we answer questions. It follows the Ritz-Carlton method of service. It is warm welcome, resolution, plus one, and a fond farewell and an invitation to return. So when you look at this response, you're going to see the warm welcome. Great questions. Here's what you need to know on both fronts. The resolution. Here's your resolution. Here's your continued resolution. And then here's your plus one. You might also be wondering whether you need a referral to get started. So it's thinking, what's the next possible question this person can ask? Because that's what we train our team to think, how we train them to think.. And then it gives them another tool as well to before they go on their merry way. So now this is something our teammates, rather than bumbling around trying to find this information, trying to get the, get it. We're talking about that, that took all of 30 seconds for me to copy paste that in here, get that response directly from the documentation. And within a couple hours, we had a question answered that the carrier could not answer when we reached out and asked a customer question. So that's how powerful it is. And that's how much of this detail is hiding inside of a manual. Manual or a PDF somewhere that now you can easily access.
