AI-Driven Efficiency: How Empara Transformed a Benefit Navigation Company’s Member Support

The Challenge 

As their member base grew, a benefits navigation company faced increasing demand for support. While their team excelled at delivering expert support, a significant portion of their time was being consumed by routine inquiries. 

To better serve their members, the company needed a solution that could efficiently handle repetitive questions, freeing their experts to focus on complex, high-impact cases where their expertise was most valuable. 

The Solution 

Already using Empara’s innovative platform, including its HIPAA-compliant message center, to enhance member access and engagement with health benefits, the company decided to leverage Em, Empara’s AI benefits assistant, to further streamline support. 

Em took on the repetitive tasks—like answering common questions using information from EOBs or company documents, resolving account issues, and providing basic navigation support—that were previously consuming a lot of the team’s time. 

Operating 24/7, Em ensured members received immediate responses, while more complex inquiries were handled by the company’s expert team. This allowed their team to dedicate their expertise to critical, high-value cases that required a human touch. 

The Results 

In just two months, the company experienced significant improvements in both efficiency and service quality: 

• Fewer routine inquiries, faster resolutions 
  Em, Empara’s AI assistant reduced message center volume by over 30%. The team was no longer overwhelmed by routine questions and could focus on meaningful, member-specific cases. 

• Scaling support through AI-powered conversations
  While routine volume decreased, interactions with Em increased by 155%, meaning more members engaged with their benefits and received immediate answers. By streamlining repetitive tasks with AI, the team reduced manual intervention and had more time for higher-value priorities. 

• Refocused expertise on high-priority cases 
  One team member shared, “I noticed a significant drop in messages when AI was enabled. Since then, my cases have become more focused on bill reviews, provider searches, and other critical issues that truly need my expertise. It’s allowed us to deliver more value to both members and clients.”