How Personify Health made benefits AI real

Overview

An AI benefits expert for employees and real-time intelligence for leaders

Personify Health helps other companies run better health programs — and holds its own benefits experience to the same bar. They brought Avante in to answer employee benefits questions instantly and show the HR team what employees actually need.

Company Size

2,000+ employees

Industry

Health & Wellbeing

Location

Global

4,632

benefits questions answered in 6 months

43%

of questions resolved after hours and on weekends

~812 hrs

HR time saved 6 months

Challenge

Half their benefits questions arrived when no one was working

Benefits questions never stop — not after open enrollment, and not even at off-hours. It’s a struggle every HR team faces, and Personify was no exception. Nearly half of their employee benefits questions came in during evenings and weekends. That’s exactly when people sit down and think about their coverage, and exactly when the team is off the clock.

Solution

Start with one use case, expand as trust increases

Personify integrated Carly in the benefits inbox during open enrollment, when questions pile up fastest, where it auto-drafted responses that Benefits managers could review and send. Topics spanned benefits, payroll, leave and more. In January they gave every employee direct access via web app and Teams, and it has run year-round since. Later they brought their medical and pharmacy claims data into Ava, so the team could track utilization, analyze vendor ROI, and build a higher-impact program.

Results

Employees got answers; team got its time back

Impact on employees

Employees asked Carly 2,172 questions directly, on the web and in Teams, and many of them came after hours, when the team was offline. Instead of waiting for the next business day, they got clear answers in the moment a benefits decisions actually gets made. "Carly’s response, 10 out of 10 times, is way better than mine," says Brooke Cardarella, Chief People Officer at Personify Health.

Impact on the HR team

Carly answered 4,632 benefits questions in all: the 2,172 employees asked directly, and 2,460 more that came into the benefits inbox, where Carly drafted the reply for the team to review and send. That saved an estimated 812 hours. And with Ava analyzing medical and pharmacy claims, the team now knows what’s working in real-time, instead of waiting for an annual report. "Data that I’ve not had," says Brooke, "and we can use that for steerage in a way that I’ve never been able to do in the past."