By - May 1, 2019

How AI in HR Will Help Employees Understand and Select Their Benefits

AI in HR

AI in HR

The advancement of AI within HR means the challenge of redesigning and reconfiguring the workplace and the approach to how employees select and interact with their benefits. HR leaders need to act now to identify and implement the right AI strategies to enable employees to better interact with, select, and utilize their benefits.

The rise of AI in the human marketplace

HR Leaders are looking to AI to help transform the workplace. The idea isn’t to put people out of work, but to revolutionize the employee experience. Adoption of Artificial Intelligence (AI) within the workplace is accelerating quickly. HR is looking for:

  1. Actionable insights to take advantage of the automation efficiencies supported by AI.
  2. A hyper-personalized experience to guide employees to use and select the right benefits for them.

In Deloitte’s 2018 Global Human Capital Trends survey, nearly half of respondents indicated they were working on automation projects. These projects include 24% are using AI to perform routine tasks, 16% to augment human skills, and 7% to change work entirely.  This isn’t just a marketing fad, as seen in countless 2019 Super Bowl ads touting AI applications to everyday personal life. 

Within HR there are three main categories of AI opportunity:

  • Augment and Inform: HR employees can work hand-in-hand with AI to enhance the experience. AI can personalize a function by using what it already knows about a situation or an employee. It then leverages machine-learning to update that understanding in real time, and provide instantaneous feedback.

  • Automate: HR teams have a lot on their plates and many tasks within HR are ripe for automation. By streamlining parts of their job, HR can focus on more strategic objectives. We’ve seen a rise of multi-function HR systems that aggregate the entire HR experience—from hire to fire—with minimal manual interaction by HR.

  • Guide Decisions: Perhaps the most cutting-edge use of AI in HR is decision-making. The human element of HR means humans will still need to own the strategy related to hiring, career progression, health plans, and the types of benefits to offer. However, decision-making is enhanced with AI by leveraging the most up-to-date data.

Current AI adoption within HR

AI is already bringing significant value to HR’s recruiting, training and talent management teams. Many clients are using chatbots on their recruiting sites to work with prospective applicants to automate interactions. Adding machine-learning can further engage candidates by guiding them to ask the right questions, provide the right answers, and create an inviting experience.

AI and Recruiting

LinkedIn, a pioneer in harvesting data and using machine-learning to enhance the user experience, released their Talent Search system to identify new talent. Employers use it to gauge whether a market has the talent they need prior to opening an office in a new location. With a simple search request, candidates that match the request are displayed and ranked based on data factors. These factors include similar work experience and skill sets, location, and whether the system thinks the candidate would respond to a request. This type of technology allows HR to spend more time with job applicants and vetting their referrals, ensuring a win-win hire for both the company and the new employee.

AI and learning management systems

Learning and development departments are also dipping their toes in AI. They use data from an employee’s resume or previous courses to recommend appropriate training. This makes training more efficient because employees skip over courses that cover skills they have mastered.

AI and the benefits-side of HR is next

There is a growing demand and need for HR to find ways to adopt AI within the department with one of the largest budgets… benefits. AI methodologies have the potential to transform how employees interact with their benefits such as:

  • Evaluating and selecting their benefits during open enrollment and beyond
  • Communicating and educating employees about how their benefits work
  • Requesting real-time feedback and personalized surveys
  • Finding employees who are at high risk of attrition
  • Rewarding and recognizing employees proactively
  • Enrolling and accessing their benefits information

Coca-Cola reviewed data from its self-service soda dispensers to pick its next standard flavor (Cherry Lime). Machine learning can help HR determine its next benefits offering or how changes to existing benefits offerings would go over with their employees.

How Tango uses AI for personalized benefits decision support

Our Tango Decision Assist™ technology has been used by some of the largest employers in the country to enable their employees to understand and navigate the complexities of benefits selection. We start with employee claims data, then continuously add and evaluate new claims. AI uses the data to provide a more accurate recommendation and a more personalized experience.

With our software:

  • Employees see a recommendation based on their previous year’s claims (then it continues to update with additional employee claims throughout the year).
  • With the Tango Precheck™ feature, employers and their benefits consultants can model the impact of plan changes to predict which plans employees would select.
  • Customized communications can be targeted to specific sets of employees, personalizing their experience by educating them based on what they should be enrolled in (e.g. how HDHPs work) or how they’re using their benefits (e.g. how to save on pharmacy costs).
  • Post-enrollment analytics to review enrollment behavior compared to predicted modeling.

In the end, the expansion of AI tools for HR professionals means they have more time to address the human element of their responsibilities. Chatbots, data farming, and automation help streamline HR functions but are not a replacement.

Have questions about how to help your employees select their benefits with AI? Learn More or Contact us.

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