Federal benefits administrator recognized for creative use of artificial intelligence to strengthen customer satisfaction

PORTSMOUTH, N.H.: Federal benefits administrator and marketplace operator FedPoint announces that it has won three 2025 Stevie Awards for Sales & Customer Service, each in the Customer Service and Contact Center Achievement categories, for its innovative use of artificial intelligence (AI) to improve the customer experience. FedPoint received a silver award for customer service transformation and two bronze awards for achievement in customer experience and in the use of data and analytics in customer service.

“As a government contractor, we are expected to meet rigorous service standards and maintain high levels of customer satisfaction,” said Director of Client Services Steve Hutcheon. “At the same time, we’re committed to continually pursuing operational efficiencies. These awards reflect FedPoint’s success in using cutting-edge technology to meet both objectives. In this case we did that by creatively harnessing AI and analytics to better understand our customers, anticipate their preferences and ultimately adapt our processes and communications to ensure we accommodate their needs more quickly, freeing them to focus on their critical work.”

The Stevie Awards for Sales & Customer Service recognize the achievements of customer service, contact center, business development and sales professionals worldwide. Other Stevie Awards programs include the prestigious American Business Awards and International Business Awards.

Each of FedPoint’s 2025 awards recognized the company’s Customer Experience Transformation (CXT) Initiative, implemented in April 2024, which uses a FedRAMP-authorized, AI-enabled assessment tool to identify opportunities for improving the benefits experience of the company’s millions of federal and military customers.

“FedPoint’s Customer Experience Transformation Initiative is a well-executed and innovative example of how AI can be leveraged to transform the customer service experience in a complex industry like federal and military benefits. The initiative has led to impressive results in terms of customer satisfaction,” commented one Stevie Awards judge.

FedPoint’s CXT initiative is centered on its unconventional application of an AI-enabled assessment tool in its call centers. While such tools are typically used to monitor agent performance and compliance, FedPoint deployed it instead to pinpoint key phrases, interconnected topics and customer disposition trends in order to identify recurring customer concerns that might be addressed ahead of the busy 2024 federal benefits open enrollment period. Based on the tool’s findings, FedPoint enhanced the customer service agent system’s on-screen scripting, improved the natural language model used for customer self-service and refined training, curriculum and job resources for agents.

As a result, FedPoint serviced eight percent more calls through its automated voice response unit during the busy 2024 fall open enrollment season versus the prior year, while simultaneously improving its caller satisfaction ratings from an already-excellent 2023 open enrollment caller satisfaction rating of 97.35% to 98.35% in 2024. During the same period, the average speed of answer improved by nearly 60%. In addition, FedPoint was able to increase usage of its self-service option, creating a more efficient experience for callers while freeing agents to handle more complex inquiries. FedPoint was also able to increase its agent training graduation rate from 77% to 80%.

“FedPoint’s CXT initiative, and the innovative technology behind it, allows us to better serve our callers by engaging in faster problem solving, accelerating speed of answer and simplifying complexity,” Hutcheon said. “We are honored to have our teams recognized with these prestigious Stevie Awards.”

For more information about FedPoint, please visit: fedpointusa.com.

About FedPoint

FedPoint® is a benefits marketplace operator and third-party administrator that serves millions of customers in the federal civilian and uniformed services markets.

A wholly owned subsidiary of John Hancock Life & Health Insurance Company, FedPoint was founded in 2002 and is headquartered in Portsmouth, NH.

For more information on FedPoint, visit fedpointusa.com.

About The Stevie® Awards

Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations and territories. More than 1,000 professionals around the world participate in the Stevie Awards judging process each year. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at StevieAwards.com.

Fonte: Business Wire