Agenda

2 3 4 5AlightSolutions

1Annual Enrollment

Transformingthe self service experience

Results LessonsLearned

6What’s Next

About Alight Solutions

SIMPLE

PERSONAL

CONNECTED

1

2

3

Web Site MessagingMobile

Is it SIMPLE for the employee to use?

Is it PERSONAL and relevant to who they are, what they need and how they engage?

Is it CONNECTED offering a one stop location for full benefits management?

Digital guiding principals drive engagement

The Annual Enrollment challenge

Open Enrollment is on the way

Annual enrollment in numbers

Our clients have customized sites and their support experiences vary

For many, it feels like crunch time is around the corner to make health plan decisions

Users have to navigate complex benefits choices and industry terminologies

What’s an HSA

Withdraw from savings

account

When does AE start

What’s my seed for this

year?

What has changed from last

year

Is my doctor covered

Start a pension

withdrawal

Speak to an agent

Schedule an appointment

I want a tobacco

cessation program

Add my newborn to

plan

I’m adopting a child

Remove my ex from my

plan…

Online Customers have many questions on their mind

How do I enroll

Withdraw money

Is mom considered dependent?

Transforming self service experience

In the past..online questions get routed to the call center and web chat

When does AE start

Is my doctor covered

How do I enroll

Is mom considered dependent?

Simple

Complex

Web Chat

The Result

89%of consumers are disappointed when they can’t find answers to their questions online.

95%prefer digital channels for themajority of their interactions expect the same or higher levels of service when they interact via non-digital channels.

How can we deliver on our promise

Accenture Strategy Surveys 2016

Simple Personal

Connected

Consumer expectations

Introducing Lisa

(video)

Today..Lisa can handle complex benefits questions with multiple intents, spelling errors and abbreviations

Lisa Intelligent Virtual Assistant (In partnership with Verint Technologies)

• Applies Artificial Intelligence , Natural Language Processing, so users can search for complex benefits information using simple questions in their own words

• Continuously learns and improves using Machine Learning and supervised refinement.

• Lisa keeps users engaged online and escalates only when necessary to available channels such as webchat, appointments and Call Back

• Delivers immediate critical user insights to help inform our clients and businesses

Ask Lisa | Your Virtual Assistant

SubmitType here

Annual Enrollment (AE) will be starting as of October 3rd. You can only make changes to your health insurance coverage during your determined enrollment wave or within 31 days after a change in status event, such as marriage or having a baby.

When can I enroll?

AI based escalation modelAsk Lisa | Your Virtual Assistant

SubmitType here

I want to speak to an agent !!

I’m sorry I’m not able to help, I have provided you with some support options: below:

Your options are:

Live ChatCall Me NowSchedule an Appointment

I’m sorry I’m not able to help, I have provided you with some support options below:

CALL ME NOW*Available

during business hours;

wait times vary

CHAT WITH US*Available

during business hours

SCHEDULE AN APPOINTMEN

T*Next day

calls usually available

Ne

edH

elp

?

Escalation logic

Lisa on our web (UPoint)

Lisa results past 12 months

2.5mUnique users across +220 clients

>1m

We have seen as much as 67% reduction in webchat channel

67%Of questions asked, Lisa understands. And continuously improving (75% at launch)

86.5%

HR and Benefits questions

Simple Personal

Connected

Lessons Learned

It is more then just technology

• Machine Learning works best when you have people and process

• Analytics are critical and tell the story

• It’s not about the content we think is relevant, it is what consumers tell us is relevant

• If time to market is important to you, pick the right partner

• Companies have to be patient with AI

What’s next

Positive results move us in the same direction

Lisa’s NLP and platform extend in 2019

• Enhance our content• Breadth and depth of content• More personalization

• Extend our reach • New social channels (smart speakers; Messenger etc.)• New 3rd party platforms

• Expand our interactions• Transactional• Front to RPA