An automated intelligence application, Sofia is Benefitsolver’s personal benefits assistant. Her ability to help employees navigate to where they need to go, and communicate the information that they need to know, eases some of the pressure that employees feel when faced with the expectation of being benefits experts, all while providing a hyper-personalized experience. At her core, Sofia is a technology built to create a more meaningful and efficient benefits experience. One that allows employers to better engage their employees in all the benefits programs and services offered. Whether an employee is looking for information about their benefits, or trying to understand what an upcoming surgery might cost them, Sofia is their guide, leading to better outcomes for any situation. Learn how Sofia has helped our clients and their employees, click on each tab below.

The Businessolver Difference

BETTER TOGETHER

Proactively Serving our Clients

Longstanding Consistent Leadership

Commitment to Keeping Your Data Safe

Commitment to Excellence

Driven by Continued Innovation & Intelligence 

An Empathetic Approach to Technology

An Intentional Culture of Client & Employee Delight

Single-Source Platform

At Businessolver, we hold ourselves accountable for the following initiatives:

Dedication to ESG

Every line of data, every line of code in our technology represents a person, a person who deserves to be delighted. We create benefits solutions to serve your HR team and ultimately your employees. It’s technology powered by people; and that’s tech with heart.

An Empathetic Approach to Technology

Businessolver’s dedication to innovation and intelligence comes from a willingness to invest in new ideas that will define the future of the benefits space. Using our empathy-driven design, artificial intelligence (AI), and machine learning, our clients and their workforce have a transformational experience. As AI continues to make an impact in the HR industry, Businessolver is at the forefront of innovation within the benefits landscape.

Driven by Continued Innovation & Intelligence 

When it comes to operations excellence, we’re our own best critic. We understand that how we deliver services has a real impact on your business and your people. We don’t take that responsibility lightly. In fact, it’s what drives us. Businessolver is the first benefits administration provider to engage in the Baldrige National Performance Excellence program, a rigorous exercise that provides organizational assessment tools and criteria for continuous improvement of key business processes across Businessolver. With a 95% average client retention rate and 99% system uptime to prove it, we’d love for you to see what quality in action looks like.  

Commitment to Excellence

Consistency is the key word. And the only word. Our leadership team is not new to this, in fact they have been leading our Businessolver purpose and vision since day one.

Longstanding Consistent Leadership

It’s not just about the technology! Our commitment to keeping our clients informed about the latest benefits trends, DEI practices, workplace cultural initiatives, and empathy data insights through our thought leadership allows them to remain on—top of their game at all times!

Proactively Serving our Clients

Employee health and benefit information is some of your most sensitive data, making benefits administration a compliance minefield. We’ve built a highly secure, SaaS benefits administration platform with multiple layers of physical and technical security measures. Because Benefitsolver is a single-source platform, we reduce unnecessary movement of data between systems, helping to eliminate overall risk. In addition to industry-standard security audits, Benefitsolver is HITRUST certified, the highest level of security certification available for our industry.

Commitment to Keeping Your Data Safe

With our rules-based, highly configurable, single-source solution, you and your employees have one platform to access all the electable and non-electable benefits and services available through you. The seamless integrations with other providers create an ease of use for your employees and give you the peace of mind that all the data is under one roof.

Single-Source Platform

Dedication to ESG

Businessolver has been building a strong, intentional culture for 25 years. It’s built on focus, mutual respect, a desire for excellence, accountability, and a passion for our work and team. We call it “The Businessolver Way.” We work hard, we play hard, we double-down to get it done. And we have a ton of fun in the process. They don’t call us Solvers for nothing.

An Intentional Culture of Client & Employee Delight

Environmental: Performing as a steward of nature Social: Managing relationships with employees, suppliers, customers & communities Governance: Governing and managing processes

Sofia

Personal Benefits Assistant

Learn about Sofia

2023 Results

Notable AE Findings

Resources

of chats for the year happen during AE, which means the rest take place throughout the year. Sofia is a resource for members year-round.

53%

89%

same-day resolution rate.

82%

And more impressively, she has an 82% rolling-seven-day resolution rate.

1/3

Just over a third of all Sofia chats came in after hours or on weekends (34%).

of Service Center calls were managed by our technology, including both the IVR and Sofia's swift responses. This means employees are getting their answers faster than ever.

2024’s AE chat volume represents a 5% increase over 2023’s AE.

33%

Notable Findings

The top 10 intents that were triggered during our last AE season and the type of questions each intent answers:

Personal Benefits Assistant

Sofia Overview Solution Sheet

Meet Sofia

Products

Solutions

Resources

About

Careers

Contact

Sofia support increased by 12%, helping more users in 2023 than ever before.

12%

Sofia’s interactions are diverse and available through multiple mediums:

over the phone

30%

from mobile app

20%

from desktop

49%

1. Coverage info: “What is my medical/dental/vision insurance” 2. Enrollment window: “When is AE” 3. Plan compare: “What’s the difference between the medical/dental/vision plans” 4. Enrollment confirmation: “What is the status of my enrollment” 5. Spending account balance: “What is my HSA/FSA/DCFSA balance?” 6. Remove dependent: “How do I remove a dependent” 7. Dependent coverage: "What is the status of my dependents” 8. Benefit FSA: “How do I make changes to my FSA contribution” 9. Insurance card: “When will I get an insurance card” 10. Transfer: “Can I talk to someone”

of chats occurred after hours and Sofia had a 91% same day resolved rate during the previous AE season.

51%

AE Season Results: October-December 2023

of calls authenticated during AE, Sofia supported.

13%

of all chats during AE were taken by Sofia.

95%

increase in unique members chatting with Sofia during AE, and 14% increase in unique chat sessions.

12%

of all chats during AE were resolved the same day, and 34% were after-hours/weekends.

92%

of all chats during AE were resolved after 7 days.

88%

Highest triggered topics that Sofia presented based on a specific inquiry:

Enrollment Support: • Looking for plan information • Adding coverage • Understanding plan details • Asking about benefits costs Dependent Coverage: • Adding or removing a dependent • Requesting information on a dependent • Inquiring on status of documentation

HSA/FSA Support: • Adding an HSA • Adding an FSA • Understanding Tax Forms • Difference between HSA and FSA Benefit Programs: • Learning about wellness opportunities • Requesting mental health resources • Asking about benefits available

1. Care Navigation 2. Wellness 3. EAP 4. Provider Guidance 5. Telemedicine 6. 401k

The top 5 suggested benefits by Sofia

(based on questions employees asked)

Top two promotions that drove the most action:

1. Update my contact - Encouraging employees to update their contact preferences 2. Info on the Go! - Encouraging employees to download the mobile app

Sofia Overview Solution Sheet