Case Study: Alberta School Employee Benefit Plan achieves faster response times and improved CSAT with Comm100 Live Chat & Chatbot

ASEBP Reduces Wait Time & Improves CSAT with Comm100 Live Chat & Chatbot

ASEBP (Alberta School Employee Benefit Plan), which serves ~63,000 members in Alberta’s public education sector, faced slow, phone-centric support where members were often on hold and agents spent excessive time searching spreadsheets for answers. Seeking an on‑premise solution to improve speed, accuracy and security, ASEBP selected Comm100 and its Live Chat and Chatbot products.

Comm100 deployed on‑premise Live Chat (rolled out starting in 2016) for both external clients and internal staff and added an agent‑facing Comm100 Chatbot in 2020 that connects to ASEBP systems and the CRA. As a result, ASEBP cut average wait time from 24 seconds to 14 seconds (industry avg 36s), achieved a chatbot CSAT around 4.8–4.85/5 and 94% high‑confidence answers, and improved agent efficiency, accuracy and member satisfaction.

Alberta School Employee Benefit Plan

Katherine Gaetz

Manager of Member Experience