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How will emerging technologies impact the user experience?

Emerging tech and AI transform employee benefits with personalized, seamless user experiences.

09/29/2025 · 4 minute read

Emerging technologies, including natural language AI agents, machine learning and automation are transforming the employee benefits user experience.

Imagine a world where employees can simply ask their benefits platform how to add a partner to a policy without wading through pages of documents. Or instantly discover which benefit will make it easiest for them to access mental health counselling.

Emerging technology and Artificial Intelligence (AI) are making this possible by allowing employees to “talk” to AI Chat Assistants, such as Darwin’s, using natural language AI agents – much like people are now using ChatGPT to generate human-like responses to queries they might have.

This will cut down administration time for employees and employers alike, by making it simple for employees to check details such as how much cover they have. Even more importantly, it will transform the way they experience and engage with their benefits.

Boosting engagement with benefits

Recent Health on Demand research from Mercer Marsh Benefits (MMB) showed that nearly three quarters (69%) of employees with access to benefits technology said the benefits provided by their employer met their needs, compared to 56% of those without. Seven out of ten (70%) also said they felt cared for by their employer, compared to just over half (59%) of those without a digital experience.

Although this is largely due to how much easier it is for employees to find information about their benefits in a time of need, it is also because of the opportunities technology provides to allow individuals to personalize their benefits, with minimal administrative overhead.

The upside for employers is that personalized benefits drive higher confidence in employer support, boost engagement, and aid in retention and attraction of talent. The Health on Demand survey showed that three quarters of employees who were able to personalize their benefits considered the benefits provided by their employer as good as, or better than, those offered by other organizations, compared to just 21% of those who were unable to personalize their benefits.

Our new global research on how benefits technology is perceived by employers and employees shows that while 71% of employees agree that their benefits experience reflects what they value, 52% also have other benefits needs that aren’t currently being met. When prompted on what would improve their overall benefits experience, employees said they wanted the ability to build their own benefits packages (46%), view personalized health content (43%), and receive recommendations based on their life events (38%) – all this points to a need for a more personalized employee benefits experience. Employers don’t need to spend more on adding benefits but rather offer employees the ability to choose the benefits most valued to them from the employers’ existing offering.  

Transforming the employee user experience

Benefits technology is revolutionizing the employee experience by delivering personalized, seamless, and engaging solutions that meet the evolving needs of today’s workforce. According to MMB’s 2025 Benefits Technology Trends Survey, 72% of employees value digital platforms that provide easy access to benefits information and enrolment tools, highlighting the demand for user-friendly technology. By integrating AI-driven personalization and navigation, benefits platforms can tailor recommendations to individual employee profiles, increasing engagement and satisfaction.

Far from being deterred by using AI, two thirds (67%) of employees said they are comfortable with AI recommending benefits to them, and 61% want an AI tool to help them make benefit selections[1]. While this is positive insights for employers, building trust and transparency with employees is key to adoption, considering that 42% of employees would feel more comfortable using AI if they knew how their personal data was being stored and protected[2].

For employers, this high level of employee comfort presents a clear opportunity to implement AI as part of their benefits management strategies. Half of employers surveyed in MMB’s 2025 Benefits Technology Trends survey said they are currently using AI in relation to their benefits technology, and a further 48% plan to do so within the next one to three years. The overall goal is to understand their people and tailor employee benefits, communications and experiences to boost benefits engagement and well-being, while reducing the administrative load for HR teams.

Benefits technology supports holistic well-being by integrating physical, emotional, mental, financial, and social health resources into a single platform, fostering a more comprehensive approach to employee wellness. As organizations face a competitive talent market, investing in advanced benefits technology not only enhances the employee user experience but also drives business outcomes through higher engagement, reduced costs, and a stronger employer brand.

1 2025 Benefits Technology Trends Survey, Mercer Marsh Benefits
2 2025 Benefits Technology Trends Survey, Mercer Marsh Benefits

 

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MMB can help you understand your data insights to refine your employee benefits strategy. To connect with us or to learn more about Darwin, please fill out the form below.

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