Plan Matching Intelligence Helping Brokers Move From Benefits Documents To Best-Fit Recommendations

About Humana

Humana teams work in a benefits environment where brokers and sales teams need to understand complex plan information quickly and accurately. CoPilot helped use NLP and machine-learning recommendations inside Salesforce to read benefits documents and surface best-fit plan matches for broker conversations.

What Humana was facing

The challenge

Benefits documents contain dense plan details, requirements, and tradeoffs. Turning those documents into useful recommendations can require careful reading, comparison, and translation before brokers can move confidently with customers.

The challenge was to make plan matching faster and more consistent without removing the judgment, context, and trust that brokers bring to the sales process.

What we built

We built AI-supported plan matching workflows that use NLP and machine-learning recommendations in Salesforce to help brokers move from benefits documents to best-fit plan options.

The workflow reads benefits information, extracts key plan signals, and surfaces recommended matches where sales teams already work. Instead of making brokers jump between disconnected tools, the intelligence is brought into the Salesforce environment.

The result is a more useful first pass for brokers: plan context, matching support, and customer-ready information that can be reviewed and refined before the conversation moves forward.

Key results