CanadaFinance and insurance2017 – ongoingSun Life Financial
Ella personalized benefits and savings assistant
Sun Life reported 50% higher message engagement after launching its Ella digital assistant
Problem
Sun Life wanted workplace plan members to engage more with their benefits and savings services. It sought more timely and personalized communication through its digital channels.
Approach
Sun Life launched Ella in September 2017 and used AI and data analytics to personalize messages and services. The assistant reached members through mySunLife.ca and supported engagement with workplace benefits and savings plans.
Results
Takeaway
Sun Life reported message engagement and impressions as separate measures. Neither measure established a financial or health outcome for plan members.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Product and service innovation
- AI technology
- Recommendation and personalization
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Sun Life reported a 50% increase in message engagement associated with Ella. It also recorded 24.4 million impressions between the September 2017 launch and the end of 2018.
Full details are in the original sources.
