AI Employee Benefits Q&A Chatbot

How Cassidy automates this using AI

Step 1: Trigger on employee question in Slack or Teams

The Workflow activates when an employee asks a benefits question in a designated Slack or Microsoft Teams channel—whether it's about plan comparisons, deductibles, QLE windows, or FSA eligibility.

Step 2: Identify client, plan year, and eligibility class

Cassidy verifies the employee's worksite employer, current plan year, and eligibility class through SSO and HRIS integrations—ensuring answers are scoped to the correct client's benefits lineup.

Step 3: Retrieve policy-accurate answers from the Knowledge Base

Cassidy searches your synced SPDs, SBCs, carrier portals, and OE guides using retrieval-augmented generation, pulling the exact policy language and cost-sharing details relevant to the employee's question.

Step 4: Respond with cited answers and next-best actions

The Agent delivers a clear answer with inline citations linking to the specific SPD section or carrier page, then offers helpful follow-ups—like checking if a provider is in-network or setting an OE deadline reminder.

Step 5: Escalate to benefits specialists when needed

If the question requires human judgment or PHI-level detail, Cassidy routes the conversation to your benefits team via ServiceNow, Zendesk, or Jira—with the full transcript, source citations, and categorized reason codes attached.