Fidelity Investments
Copilot for participant services associates in workplace investing
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Capabilities leveraged
Experience
Content strategy
Flow design
Integration logic
Transcript analysis
Language
Model tuning
Node architecture
Prompt engineering
Quality assurance
Product
User research
Roadmap planning
Performance management
Vendor procurement
Organization
Team enablement
Process engineering
Design operations
Workforce planning
40%
Average reduction in handling time for supported topics.
5M
Participant services calls leveraging the associate copilot.
73%
Average reduction in return contact (for supported topics) from inaccurate tickets.