Challenge:
Ask Lisa, Alight Worklife’s chatbot, struggled with handling employee questions and often failed to provide answers, either responding with “I don’t know” or offering incorrect responses. The team needed to enhance the AI’s intelligence to evolve it into a more proactive, AI-driven assistant.

My Role:
I led the content and AI strategy to improve Ask Lisa’s functionality, focusing on making it more responsive and intelligent. This included:

• Analyzing the most common employee queries, care cases, and client feedback across all domains (health, wealth, and administration) to identify gaps in the chatbot’s knowledge base.

• Collaborating with AI teams to build predictive models that connected employees with the most relevant benefits and information based on their queries.

• Helping the content team develop training materials that refined Ask Lisa’s natural language processing and conversation flow, ensuring more accurate and contextually appropriate responses.

• Iterating and improving the AI assistant's capabilities by feeding it data on real, most-frequented questions to boost its knowledge and response accuracy over time.