What is Chatbot?
Chatbot is a software application that’s programmed to simulate human conversation. We integrated it with existing platforms to communicate with your employees in the Click to Chat environment of mysunlife.ca. We also designed it to recognize when to escalate an inquiry to one of our Client Care Centre (CCC) representatives.
What else can Chatbot do?
Using Chatbot, your employees can get answers to their questions right away. They’ll no longer have to wait in a queue for answers to simple questions. This includes questions about:
- paramedical and vision e-claims,
- how to update mail and email addresses, banking information, plus where to add and rate providers,
- how to find a claim form,
- where to find a Pay Direct Drug card and Travel Card,
- coordination of benefits questions related to e-claims, and
- Sun Life’s hours of operation and contact information.
Over time, we’ll teach Chatbot how to answer even more questions, including questions about plan coverage and claims information. For now, we’ll transfer chats that Chatbot can’t handle to a Digital Client Care Representative.
Other important information
Our chat hours will remain Monday to Friday, from 9:00 a.m. to 5:30 p.m. ET.
Our CCC representatives will continue to support AdminPlus Clients in the way they do today. This means a representative will respond to members’ questions live. If the agent can’t do so, the agent will transfer the chat to a member of our AdminPlus team.
Communication plan
We’ve created this plan member communication to help you share this exciting news with your employees now.
We’ll send you a reminder notice one week before it’s your turn to go live. When we do, we’ll include an updated plan member communication to help you share the news with your employees.
Questions? We’re here to help.
Please contact your Sun Life Group Benefits representative.
