Alight’s intelligent virtual assistant surpasses 11 million interactions since its launch

Alight Solutions, a leading cloud-based provider of integrated digital human capital and business solutions, announced its intelligent virtual assistant, Lisa, has responded to more than 11 million questions since its launch in 2017.
 
Lisa provides Alight’s more than 30 million customers with real-time answers to their HR and benefits questions. The most common questions relate to topics like adding new dependents to medical plans; comparing medical plans during enrollment; starting retirement benefits; and accessing end-of-year tax forms. Using AI and machine learning, Lisa’s knowledge and language skills continue to evolve and grow as more customers engage with the IVA. Lisa understands the question and successfully resolves the issue over 90% of the time.
 
“In today’s on-demand world, people want self-service that makes work and life simpler for themselves and their families,” said Greg Goff, chief product & technology officer at Alight. “Lisa not only has positive, real-life impact on people, but it minimizes the human effort behind administrative work and allows HR to focus on elevating the employee experience through other high value touches.”
 
Lisa also provided employers with swift support around COVID-19, as 350 clients were able to quickly customize responses based on the impacts of the pandemic, including topics like remote work and 401(k) withdrawals.
 
More information about Alight’s Lisa is available on alight.com.