Ask Lisa
Evolving from chatbot to AI-powered assistant
Alight Worklife, a platform by Alight Solutions, enhances employee experiences and streamlines HR operations. Its chatbot, Ask Lisa, initially provided automated responses for common benefits questions but often struggled with demand, resulting in frequent "unable to respond" messages. I led the transformation of Ask Lisa into a predictive, conversational virtual assistant that proactively connects employees to the benefits they need most—even before they realize they do.
By analyzing top customer searches, high-volume care cases, and client data, I identified key content topics across health, wealth, and payroll categories. I collaborated with the AI team to build predictive models and led writers in crafting initial responses to teach the natural language processing system. In its first year, Ask Lisa 2.0 assisted over a million users, resolving most issues with a single prompt. It proved especially valuable, with 30% of interactions occurring outside office hours, ensuring continuous and efficient support.
