Canada (FR)
Technology has long been the bridge between complexity and clarity. In recent decades, tech’s impact on society has ramped up exponentially. From navigation apps that replaced printed maps to digital tools that streamline financial planning, innovation continues to simplify experiences that once felt overwhelming.
That same shift is now happening in employee benefits. It’s an area where people often face tight deadlines, dense terminology and high-stakes decisions about offerings they don’t always fully understand.
Alight’s latest AI capabilities show just how dramatically technology can take an experience that millions of people once found time consuming and stressful and reshape it to be much quicker and easier. That’s why we invest where it matters most: delivering answers, guidance and support exactly when employees need it.
Early results: What numbers reveal about the impact of AIight’s AI
Before we dive into how Alight’s Conversational Assistant improves enrollment decisions, let’s look at the data from early adopters during the 2025 annual enrollment period. The results make it clear that employees embraced the AI‑powered guidance at scale, and with high levels of satisfaction about its reliability and intuitiveness.
Across Alight Worklife®, 8.5 million people engaged with AI chatbots.
- 86% of employees gave the AI experience a thumbs‑up, and 89% of those positive ratings came from AI‑generated responses.
- One client saw a 187% year‑over‑year increase in AI‑assistant usage, paired with a drop in web‑to‑call escalations from 39% to 6%, showing employees could resolve answers without live support.
- Agents using AI-powered Agent Assist achieved a 40‑second reduction in average handle time compared to those not using it.
- Call volume decreased 16.4% year over year, and total call minutes dropped 14.9%, freeing agents to focus on more complex needs and improving overall service quality.
These early indicators demonstrate a growing comfort with AI during annual enrollment and a clear appetite for tools that deliver clarity quickly.
Why do employees need more support when choosing benefits?
Decisions around medical plans, savings accounts and dependent coverage come with real financial implications. Yet, employees often face them with limited time or context. Many must compare coverage options, understand eligibility rules or navigate unfamiliar terms, all while balancing the responsibilities of their busy lives.
To address these challenges, Alight focuses on meeting employees at the moments that matter most, delivering guidance that is timely, understandable and inherently tailored to individual needs.
How does Alight’s generative AI assistant improve enrollment decisions?
Alight is reshaping the annual enrollment experience with its generative AI‑powered Conversational Assistant, integrated directly into Alight Worklife®. The tool provides:
- Personalized, real‑time answers
- Simplified explanations of complex benefits information
- Always‑available support for common questions
- Guidance that helps employees make confident, informed decisions
During the 2025 annual enrollment pilot with select Alight clients, employees most frequently turned to the assistant to compare medical plans, calculate HSA/FSA contributions and clarify dependent coverage or surcharges. By presenting information in plain language and providing relevant follow‑up questions, the assistant helps reduce confusion and accelerates understanding.
What efficiency gains are organizations seeing from Alight AI?
Early adopters of the Conversational Assistant saw more than just employee satisfaction. They experienced enterprise‑level improvements in efficiency. With generative AI producing more than half of all responses during enrollment, humans on HR support teams could focus on nuanced issues while AI handled common, repeatable questions.
This combination of always‑on guidance and streamlined operations created a measurable ripple effect: quicker service for employees, reduced strain on support channels and overall higher service quality.
How is Alight preparing for the future of AI‑driven benefits support?
As AI becomes more capable and more trusted by employees, its role in the benefits experience will continue to expand. Building off the encouraging success of the 2025 pilot program, broader availability across all clients is planned for 2026 annual enrollment.* This will represent a significant step forward in modernizing benefits support at scale.
The vision is simple: Use technology to eliminate friction, improve comprehension and give employees more confidence in decisions that shape their wellbeing.
What does all this signal about the future of work and benefits?
Just as technology has transformed how we shop, travel and communicate, it is now redefining one of the most important workplace experiences. Tasks related to choosing benefits once required long calls, dense documents and guesswork. Now, they are becoming faster, clearer and far more intuitive.
Alight’s AI capabilities demonstrate how technology, when thoughtfully applied in combination with human involvement, can turn complexity into confidence. At Alight, we believe annual enrollment isn’t just about making things easier, it’s about redefining what’s possible for your benefits experience.
Get a peek into the future of benefits with AI.
From proactive employee guidance to real-time employer insights, our embedded AI is set to deliver faster answers, deeper personalization and stronger outcomes—before questions are even asked.
*This material contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended (the "Securities Act"), and Section 21-E of the Securities Exchange Act of 1934, as amended. These statements include, but are not limited to, statements related to the expectations regarding the performance and outlook for Alight's business, financial results, liquidity and capital resources and our plans related to and the success of our future product and service releases and innovations. In some cases, these forward-looking statements can be identified by the use of words such as "outlook," "believes," "expects," "potential," "continues," "may," "will," "should," "could," "seeks," "projects," "predicts," "intends," "plans," "estimates," "anticipates" or the negative version of these words or other comparable words. Such forward-looking statements are subject to various risks and uncertainties including, among others, those described in the forward-looking statements can be found under the section entitled "Risk Factors" of Alight's Annual Report on Form 10-K, filed with the Securities and Exchange Commission (the "SEC") on March 1, 2023, as such factors may be updated from time to time in Alight's filings with the SEC, which are, or will be, accessible on the SEC's website at www.sec.gov. Accordingly, there are or will be important factors that could cause actual outcomes or results to differ materially from those indicated in these statements. These factors should not be construed as exhaustive and should be considered along with other factors noted in this presentation and in Alight's filings with the SEC. Alight undertakes no obligation to publicly update or review any forward-looking statement, whether as a result of new information, future developments or otherwise, except as required by law.
