Businessolver has announced significant upgrades to its Sofia AI engine, introducing a new Insights Agent and robust AI safeguards to streamline benefits administration and enhance employee support.
Sofia’s agentic AI framework adds Insights Agent for HR efficiency.
AI Watch Tower ensures safe, ethical AI with 27 real-time guardrails.
Handles 1.7M unique questions yearly with 83% 7-day resolution rate.
GraphRAG enhances contextual understanding for precise responses.
Replaces static IVR with conversational voice support for 32% of calls.
Empowers HR with real-time data for proactive workforce planning.
Businessolver’s latest enhancements to Sofia, its proprietary AI engine, introduce a constellation of agentic AI capabilities, including the new Insights Agent. This tool transforms benefits administration by providing HR leaders with real-time, actionable recommendations, identifying enrollment bottlenecks, forecasting support needs, and detecting underutilized benefits. Rae Shanahan, Chief Strategy Officer at Businessolver, stated: “We’ve designed Sofia’s ‘constellation’ of agents to be more than proactive and aware. From surfacing cost trends before the next payroll run to highlighting friction points in the benefits experience, these agents empower HR teams to make smarter, faster, and more strategic decisions.”
Sofia’s Intake Agent intelligently triages inquiries, determining whether to clarify, escalate, or proceed, while the Answer Agent delivers precise responses using pre-loaded data, achieving an 83% resolution rate within seven days for over 1.7 million unique questions annually. The Quality Assurance Agent ensures response accuracy and relevance, reducing administrative burdens and enhancing employee experiences with personalized support across platforms like Teams and Slack.
Sofia’s expanded voice capabilities replace traditional IVR menus with real-time, conversational interactions, streamlining 32% of incoming calls. Shanahan noted: “By serving as a more intelligent front door to the call center, Sofia’s new voice capabilities help members get the answers they need faster, without waiting in queues or navigating frustrating menu trees. For those with quick or common questions, Sofia delivers immediate support. And for more sensitive, high-touch situations, she ensures members are seamlessly connected to a live advocate who’s better equipped to focus fully on their needs.”
The integration of GraphRAG (graph-enhanced retrieval-augmented generation) enables Sofia to connect benefits terms, policies, and individual contexts for human-like, compliant responses delivered in 1.4 seconds. Sony Sung-Chu, Head of Science and Innovation, explained: “Graph-powered reasoning allows Sofia to connect plan rules, claims data, and prior conversations to deliver compliant, context-aware answers in 1.4 seconds—whether it’s in Teams, Slack, or our mobile app. But what sets us apart isn’t just speed—it’s trust.”
Businessolver’s AI Watch Tower framework underpins Sofia’s operations, running 27 real-time guardrails to evaluate accuracy, privacy, and bias in under 50 milliseconds. This ensures ethical, secure, and future-ready AI interactions, building trust and compliance across all touchpoints. Sung-Chu added: “Every response is grounded, tested, and backed by a framework that puts safety and accountability first.”
Businessolver’s advancements in Sofia’s agentic AI framework position it as a leader in benefits technology, delivering scalable, trustworthy solutions that enhance HR decision-making and employee support.
Since 1998, Businessolver has delivered market-changing benefits technology that empowers empathetic service supported by an intrinsic responsiveness to client needs. The company creates client programs that maximize benefits program investment, minimize risk exposure, and engage employees with easy-to-use solutions and communication tools to assist them in making wise and cost-efficient benefits selections. Founded by HR professionals, Businessolver’s unwavering service-oriented culture and secure SaaS platform provide measurable success in its mission to provide complete client delight.
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