Delivering A Better Employee Well-Being Experience With AI

A blueprint for a healthier workforce

A crucial component of the employee experience, well-being has emerged as one of the most pressing issues facing companies today. Multiple global military conflicts, the impact of the cost-of-living crisis, and a contentious political environment have people on edge and struggling to achieve a healthy mind, healthy body, healthy wallet, and healthy life. 

Only half (50%) of U.S.-based employees view their overall well-being positively, according to the 2023 Alight International Workforce and Well-being Mindset Study. A mere 41% feel their employer cares about their well-being, while more than one in four (27%) have lost trust in their employers’ well-being efforts. 

Employers have invested in a wealth of solutions, apps, and programs across all four dimensions of well-being. Yet, utilization remains low, and they are left struggling to engage employees in improving their well-being. For many organizations – doing things as they have always done is not going to cut it in these unprecedented times.

So – what can be done? How can organizations make the most of their well-being investments and reap the kind of return they are seeking – in the form of happier, healthier, more productive employees? For an increasing number of employers, they are turning to artificial intelligence (AI). How can AI change the game for employers around the world?

Harnessing the Data

Most employers have a wealth of employee data at their fingertips but don’t know how best to leverage it. AI harnesses that data and empowers employees to take better control of their well-being by delivering personalized guidance, relevant content, and resources that meet their specific needs, driving more meaningful outcomes and elevating the well-being of the workforce.

The key to delivering an exemplary employee well-being experience lies in getting the right programs to the right people at the right time. If you have an individual who has indicative biometrics for diabetes, for example, how do you ensure they’re aware of the diabetes management program? How do you engage those participants who are doing well in their 401(k) but are saving zero in their HSA (Health Savings Account)? How do you help the working parent who's sandwiched between eldercare and childcare? Do you know how many employees can stitch together $500 in a time of crisis? How do you reach out and engage them so they feel like they are an audience of one and everything they receive is in their own best interest, relevant, and specific to them?

Meeting Employees at the Moment

Maximizing the effectiveness of well-being programs requires organizations to consider critical moments in employees' lives. These include moments of acute need, such as when someone receives a difficult diagnosis or experiences an unexpected financial hardship; moments of opportunity like retirement or starting a family; and everyday opportunities for maintaining mental and physical health. In each of these moments, AI algorithms can be employed to tailor recommendations to an individual's unique circumstances. 

For example, a simple address change originating in the HR system triggers the broad HR and benefits ecosystem to provide an employee with additional support often needed when moving. This may include prompting them to confirm tax/paycheck information, benefits, childcare/school, or transition the family’s health care (medical, dental, Rx, etc.) to a new area or state, all while managing the many other aspects associated with such a major change. 

Likewise, a new diagnosis results in a great amount of stress, beginning with the need to understand the condition and its treatment, along with ongoing disease management. Then there is navigating potential time off from work, figuring out how to pay these new and unexpected expenses, and the all-important self-care for the patient and their caretakers.

While some people prefer to pick up the phone and dial into a call center, there may be times when an employee doesn’t want any human interaction at all – at least initially. Perhaps there is a stigma attached? This is frequently the case when someone is dealing with mental health issues. A machine learning chatbot allows for confidentiality and anonymity, which alleviates anxieties about judgment or bias an employee might experience when discussing their mental well-being. This creates a safe space for employees to share their struggles and seek support without fear of discrimination or repercussions. It may even help break down those barriers so the employee feels more comfortable discussing their challenges with another person in the future.

AI is perfectly positioned to activate a guided experience to simplify the complexities of this very stressful time. However, it will never replace humans, especially when it comes to matters when compassion and personal touch are invaluable. Rather, it’s a complement to high-touch navigation and decision support. As employers seek to strike a balance between high-tech and high-touch, it’s important to focus on delivering that support to each individual how and when they want to engage with it. 

Everyone has unique personal situations, pressures, and burdens. These factors directly impact their physical, emotional, and financial well-being. In responding to the needs of the workforce, employers are increasingly finding a solution that combines AI with high-touch navigation to support employees through complex situations and everyday decisions. As they seek to create a healthier, more productive workforce, businesses must be prepared to embrace these innovative technologies to drive positive change and promote a culture of well-being. 

As Chief Human Resources Officer, Michael Rogers is responsible for leading Alight Solution’s global HR function and defining and executing its people and talent strategies. With nearly 20 years of HR leadership experience, Michael is focused on growing and retaining exceptional people to help drive the success of Alight while ensuring its more than 18,000 colleagues across the globe have fulfilling careers. Michael is focused on improving employee experience while driving a high-growth and performance culture.