| Time to answer?
Total time from first question to receiving a complete answer. BeneCoach AI responds instantly; Company X required 19 minutes across multiple agents.
|
~30 sec |
~19 min |
| Time spent waiting?
Time the user spent idle, waiting for agent responses, transfers, or agents looking up information. BeneCoach AI has no wait time since the AI responds immediately.
|
None |
~19 min |
| Agents involved?
The number of people or bots needed to answer the question. Company X required a bot (that failed), then two separate human agents before the user got an answer.
|
0 (AI only) |
2 + 1 bot |
| Transfers?
Agent-to-agent handoffs during the conversation. Each transfer means repeating context and waiting for the new agent to get up to speed.
|
None |
1 (Christina → Colleen) |
| OOP Max answer?
Both arrived at the correct out-of-pocket maximum of $4,000/individual. However, the first Company X agent could only give a generic definition and couldn't look up the actual number.
|
$4,000 ✓ |
$4,000 ✓ |
| ER Copay answer?
Both correctly identified the $350 ER copay. BeneCoach AI cited the exact plan document; the Company X agent directed the user to page 3 of the SBC PDF.
|
$350 ✓ |
$350 ✓ |
| Source documents?
Our AI engine rapidly retrieves information from healthcare plans and directly cites the information from the source PDFs, linking to the exact page and section.
|
Linked directly |
User had to find PDF |