HR turns to AI for benefits education as employees do the same

What else could HR do?

Meanwhile, the Incomm Benefits report underscored the importance of having a dedicated account manager who understands the company’s goals, workforce, and operational needs.

“Instead of navigating generic support channels or repeatedly explaining issues to different representatives, HR leaders value having a knowledgeable point of contact who can provide proactive guidance and help resolve issues quickly,” it said.

It stressed that account management is a “critical component” in delivering a better employee experience for firms that are using spending account providers.

The report also suggested taking advantage of webinars, live information sessions, and provider materials, which have become the least-used education tools.

“Webinars and provider materials can be accessible whenever employees need a reference, while live info sessions could provide more personalised support to address specific issues or guide employees towards selecting benefits that meet their needs,” the report read.