Virtual Guide provides 24/7 interactive support with personalized answers to common user questions and navigation assistance.
BenefitConnect’s Virtual Guide leverages artificial intelligence to provide an interactive assistant available to self-service users 24 hours a day, 7 days a week. The Virtual Guide is able to provide personalized responses to common user questions and provide self-service navigation assistance. The Virtual Guide was developed through Machine Learning analysis of actual service center live chat and call recordings to identify the most common themes of user questions. Responses to these questions were developed with involvement from service center, Communication and User Experience experts. Our architecture allows for the Virtual Guide’s responses to be tailored to reflect each client’s unique provisions and leverages existing BenefitConnect functionality to personalize responses based on the user’s eligibility.
