How OneDigital Scaled Its Culture of Caring with AI-Powered Benefits Support
OneDigital, a leading insurance, financial services, and workforce consulting firm, employs more than 5,000 people across the U.S. Known for its “fierce culture of caring,” OneDigital promises employees a workplace where they can thrive both professionally and personally.
Central to this promise is a robust wellbeing benefits program, administered by a Corporate Benefits team renowned for its high-touch service. Specialists routinely provide personalized support on everything from plan navigation to dependent enrollment, earning consistent praise for their responsiveness and care.
The challenge: scaling service excellence through rapid growth
As OneDigital expanded rapidly, adding thousands of employees each year, the Corporate Benefits team faced surging inquiries. During open enrollment and other peak times, hundreds of emails and calls poured in monthly, threatening to slow responses and erode satisfaction.
Without adding headcount, the team needed a way to:
Reduce time spent on routine questions
Provide 24/7, accurate answers
Free specialists to focus on complex, high-value support
The solution: AI-powered benefits support, embedded in daily workflows
That’s where Avante came in. OneDigital implemented Avante’s AI-native benefits platform, seamlessly integrating it into their existing tools to give employees instant access to personalized, policy-aligned answers.
With Avante’s AI concierge, Carly, employees could get accurate, friendly responses anytime, whether through a Workday tile, Teams chat, or self-service web app. And for more complex needs, Avante escalated issues to benefits specialists, preserving the human touch OneDigital is known for.
Key features included:
Embedded access: Personalized answers directly in Workday and Teams
AI-drafted emails: Automated responses ready for review in Outlook
Smart escalation: Routing complex cases to the right experts
Always-on support: 24/7 help without compromising care
The results: faster answers, stronger employee experience
In just six months, the impact was clear:
4,275 inquiries resolved instantly
1,690 AI-drafted email responses
565 hours saved — time reinvested in high-impact work
By automating repetitive tasks and streamlining communication, OneDigital’s HR team gained the capacity to focus on what really matters: supporting employees through meaningful moments.
The future: scaling a culture of care
OneDigital’s partnership with Avante didn’t just save time. It reinforced the company’s commitment to people. With measurable efficiency gains and stronger employee satisfaction, the team is already exploring how AI-assisted support can extend into other HR functions.
As Elizabeth Chrane, Chief People Officer at OneDigital, put it:
“AI is more than just a tool. It’s a force multiplier reshaping the way we work. With Avante, our teams now have the superpowers to focus on the meaningful, high-impact work that brought us to HR in the first place. The future is bright, and AI is lighting the way.”
Avante helps companies like OneDigital scale service excellence without losing the human touch.
