OneDigital scales service excellence with AI-powered benefits support
Overview
A culture of caring backed by robust benefits
OneDigital, a leading insurance brokerage, financial services, and workforce consulting firm, employs more than 5,000 people across the U.S. Known for its “fierce culture of caring,” OneDigital promises employees a workplace where they can thrive both professionally and personally.
Central to this promise is a robust wellbeing benefits program, administered by a Corporate Benefits team renowned for its high-touch service. Specialists routinely provide personalized support on everything from plan navigation to dependent enrollment, earning consistent praise for their responsiveness and care.
Company Size
5,000 Employees
Industry
Insurance, Financial, HR
Industry
United States
4,275
inquiries resolved instantly
1,690
emails drafted by AI
565
hours saved
Scaling service excellence through rapid growth
As OneDigital expanded rapidly, adding thousands of employees each year, the Corporate Benefits team faced surging inquiries. During open enrollment and other peak times, hundreds of emails and calls poured in monthly, threatening to slow responses and erode satisfaction. Without adding headcount, the team needed a way to:
- Reduce time spent on routine questions
- Provide 24/7, accurate answers
- Free specialists to focus on complex, high-value support
AI-powered benefits support, embedded in daily workflows
To meet this challenge, OneDigital implemented Avante’s AI-native benefits platform. Avante interprets employee questions and delivers policy-aligned responses using OneDigital’s plan details, HR policies, and FAQs, seamlessly integrated into the tools employees already use. Key features include:
- High tech + high touch: OneDigital introduced Avante’s trusted AI concierge, Carly, as part of their support model, bringing a consistent, approachable experience that reinforced their culture of caring.
- Always-on self-service: Carly provides instant AI-generated answers via a web app, cutting inbound email volume and providing support outside business hours.
- Embedded access: A Workday tile and Teams integration make answers available in employees’ daily workflows. A direct Workday API ensures personalized responses.
- AI-drafted emails: In Outlook, Avante drafts accurate replies for specialists to review and send, accelerating turnaround times.
- Smart escalation: Complex cases requiring extra empathy or expertise are routed directly to benefits specialists.
Faster answers, freed capacity, stronger employee experience
In just six months, OneDigital achieved measurable results:
4,275
inquiries resolved instantly
Real-time AI guidance ensured employees received answers anytime, including evenings and weekends.
1,690
email responses drafted by AI
Automated drafts reduced manual work and ensured consistent communication.
565
hours saved
Automation saved 3 months of work, time reinvested in complex cases and strategic initiatives.
Future-ready HR , without losing the human touch
By partnering with Avante, OneDigital transformed benefits operations in under six months, reducing repetitive work, improving employee experience, and preserving its high-touch service model during a period of rapid growth.
The measurable efficiencies and stronger employee experience have positioned OneDigital to extend AI-assisted support into other HR functions, ensuring their culture of caring continues to scale alongside their business.
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"Our teams now have the superpowers to focus on the meaningful, high-impact work that brought us to HR."
Benefits Manager
Major U.S. TPA
