Alight Solutions, a leader in technology-enabled health, wealth and HR solutions, announced that Lisa, its intelligent virtual assistant (IVA), was awarded a Conversational Commerce Award from Opus Research at its annual Conversational Commerce Conference. Lisa uses artificial intelligence (AI) and machine learning to provide HR and benefits guidance and support to people in a conversational way, 24 hours a day.
Opus Research’s Conversational Commerce Awards recognize companies that deploy best-in-class virtual assistants on behalf of their clients. Alight’s technology was recognized for excellence in customer experience, brand support and achievement of business outcomes. Lisa’s multi-tenant platform, a unique attribute that allows the technology to function on multiple client accounts across multiple solutions, and the measurable success Lisa has demonstrated with clients also received notable praise.
“Lisa’s unique natural language processing capabilities and applicability across platforms allows Lisa to help people navigate a broad range of questions related to their health, wealth and career, no matter the time of day or where they are,” said Kelly Clark, chief technology and digital officer at Alight. “This recognition from Opus underscores our ongoing commitment to using data and technology to develop new consumer-centered solutions that make work and life simpler for our clients and their people.”
Since April 2017, Lisa chatted with 1.1 million different people, answered over 2 million questions and answered most questions on the first attempt.
“We at Opus have been evaluating AI technologies for more than five years and recognize the challenges in delivering large, complex enterprise deployments of virtual intelligent assistants, like Lisa,” said Derek Top, director of Research with Opus Research and member of the panel of judges for the 2018 Conversational Commerce Awards. "Alight’s Lisa truly stood out as exemplary for helping users find the right information at the right time.”
Earlier this year, Lisa was honored with the Customer Engagement Excellence Award by Verint Systems.