PenFed Credit Union, the nation’s second-largest federal credit union, has experienced rapid growth with over 2.4 million members and 3,400 benefits-eligible employees across 50 branches worldwide. To manage increasing HR demands, PenFed adopted Businessolver’s AI assistant Sofia, which streamlines benefits access and provides instant, 24/7 answers through multiple platforms. In just three months, Sofia handled 573 employee conversations, easing HR workloads by 64 fewer inquiries per professional per month, with many occurring outside business hours. The system improved enrollment, COBRA management, and benefits communication, creating a centralized, efficient, and scalable solution.

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