Businessolver Announces Key Technology Innovation to Expand AI to Drive Greater Service

By Business Wire On May 17, 2023

Businessolver, a leading SaaS-based benefits technology platform announced their 2023 product strategy which includes expanding its overall AI capabilities beyond their traditional virtual benefits assistant Sofia^SM and delivering that intelligent experience throughout the employee’s entire interaction with their benefits. Additionally, Businessolver is first to market in the benefits technology industry to leverage OpenAI’s ChatGPT 3.5 Turbo service to their existing and proprietary Natural Language Understanding (NLU) framework, all to greatly improve the service delivered through their benefits platform, Benefitsolver.

“As the market leader in benefits industry innovation, this strategic move empowers our clients to tackle today’s benefits engagement challenges,” said Rae Shanahan, Businessolver’s Chief Strategy Officer. “Our advanced, intuitive technology bolsters employee engagement and self-service, while providing our Businessolver team with smarter tools that deliver superior outcomes in overall service. This is a pivotal step in our platform’s evolution that demonstrates our commitment to Tech with Heart.”

Sofia, Businessolver’s AI benefits assistant technology, was implemented within Benefitsolver in 2017 to support employee self-service via in-platform chat, mobile, and phone call using natural language and large language models.

Industry-first Benefitsolver enhancements integrate ChatGPT into Sofia and existing platform capabilities.

Businessolver will enhance existing proprietary AI and language models with the addition of ChatGPT to expand Sofia’s and Benefitsolver’s in-platform capabilities, personalizing the end-to-end benefits experience for each user based on their unique needs and behaviors.

Businessolver is leveraging Microsoft’s HIPAA-compliant Azure OpenAI service to improve Sofia’s current NLU capabilities. This integration involves pre-processing member’s questions to identify actions and sentiment, resulting in a faster and more accurate response to employee benefits-related questions. Additionally, it improves Sofia’s ability to manage more complex questions by summarizing the true intention and sentiment of an employee’s need while still employing Businessolver’s proprietary AI models to understand the context of a question within the employee benefits domain. Their proprietary models are built on 25 years of benefits chat and transcription data.

“This is very exciting for us at Businessolver as we know that ChatGPT has the ability to refine and improve our overall AI framework, while still leveraging the core components of our proprietary AI technology that we have been investing in for the last six years,” said Shanahan.

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