On December 8, 2021, we enhanced Ella, our virtual assistant, with a new capability. With the help of Chat software application, she’ll now be able to immediately help members with some of the most common member questions. Or she’ll transfer them to an agent for more complex questions. This will help plan members find what they’re looking for faster.
How does it work?
When a member requests to chat with us, Ella can help them with a variety of things. Members will be presented with several menu options they can choose from. When they select what they’re looking for, they’ll be provided with further information along with a link to the applicable page on the member website.
If a member doesn’t see the option they’re looking for or would like to connect with an agent, they’ll have the option to do so. The agent will see the chat history including the menu options that were previously chosen. This information can help easily determine what the member needs are.
What can Ella help with through the Chat?
Ella can immediately help with questions such as:
- Finding tax slips and contribution receipts
- Helping to navigate through self-serve transactions
- Viewing transaction history and statements
- And many more
Other important information:
Our chat hours will remain Monday to Friday, from 9:00 a.m. to 5:30 p.m. ET.
Over the coming weeks and months, we will continue to enhance this capability to answer more inquiries and improve our member experience.
If you have questions, please contact your GRS representative.
