ARTIFICIAL INTELLIGENCE IN ONLINE BENEFIT MANAGEMENT

We can all agree that Artificial Intelligence (AI) is here to stay.  It’s the genie you can’t put back into the bottle.  In the last year, we’ve started to see AI questions pop up on RFPs like “Do You Use AI?”  It prompted us to share Benelogic’s current position with regard to AI.

Will AI Take Our Jobs?

This is a concern we hear voiced by employees, echoed in the broader community.  Our answer is “No”.  Especially not if we are thoughtful and considerate about how we use AI.  AI is a tool which can enhance or facilitate our tasks, but only in so much as it frees us up to pay more attention to the things that humans do uniquely well.  We have long believed that service provided by thinking, feeling, and reasoning human beings sets us apart from competitors.  We do not want to lose that.  We see the industry leaning into AI chatbots and AI backed services.  That’s all well and good…for them.  At Benelogic, we are bucking that trend.  Human beings can draw connections, read and understand nuances, and navigate problem solving in a way that is still superior to AI.  If you’re panicked about not being able to access your pharmacy services, would you rather be stuck in a loop with an unfeeling AI chatbot, or would you rather talk to an empathetic human being who can relate and respond to your panic and frustration?

Benelogic’s Position on AI

We have a comprehensive AI Policy in place to govern how our employees interact with AI.  All use cases are first reviewed by the IT Manager and Security Officer to ensure that no PII, PHI, or other sensitive information is compromised in the process.  All uses are documented for high visibility within the organization.  We do not allow employees to pass off AI generated content as their own, based on our belief that AI may enhance but should not replace, our individual contributions.  We are always looking for efficiencies that allow us to reduce operating expenses so we can keep the cost of services low, but this must be balanced with considerations of ethical use, data security, and confidentiality.

At Benelogic, we are embracing AI…cautiously. 

We are stewards of sensitive information and we have a responsibility to adopt new technologies in the service of our mission to support our clients as long as they never compromise security, data integrity, or service quality.