Canopy offers benefits and resources using chatbot and provides on-demand mental health support

The Challenge

Decrease employee related expenses and improve quality of life

Effectively direct members to existing benefits and drive greater utilization and awareness of available resources. 

The Result

$3,910,476 saved using Casi*

68% of users received a resource and information regarding their benefits package
13% of users opted in to longer term mental health conversations with Casi

Background

Canopy Inc, formerly Cascade Centers Inc, is a private Employee Assistance Program (EAP) provider that connects member groups and their families to resources locally and nationwide. As an innovator and leader in the EAP space, Canopy offers full services, including counseling, consultations, and training. The company focuses on sourcing advanced technologies and solutions to provide evidence-based outcomes and integrated wellness.

The Challenge

As an EAP provider, Canopy has set out to decrease employee related expenses and improve quality of life. With an already expansive offering of resources, Canopy wanted to more effectively direct members to existing benefits and drive greater utilization and awareness of available resources. 

The Solution

Canopy launched Casi, a digital mental health chatbot developed by X2, to provide automated intake and triage member needs to the correct benefits. Members can locate Casi’s number on their benefit provider’s website and benefits portal.

Available on-demand, 24/7, members can text Casi to learn more about the offerings available to them. When members chat with Casi about their concerns or questions, Casi can identify relevant resources and quickly route chatters to the correct offerings. After Casi completes an intake process, she offers an opt-in option to continue chatting to continue to provide mental health support and coaching through conversation.

Impact

After launching Casi as a resource available to EAP members, 2,958 individuals started chatting with Casi across the country and exchanged over 248,940 messages. To achieve the same results through conventional care,* Canopy would have spent $3,910,476 in providing support for their customers. In contrast, at scale Sara's support costs just $5 per user and is available on demand, no appointment required.

Of the employees chatting with Tess, 68% of users received a resource and information regarding their benefits package. After reviewing their benefits information, 13% of users opted in to longer term mental health conversations with Casi.

At the end of a conversation, Casi asks Canopy EAP members for feedback on the interaction. Here are a few things chatters had to say about Casi:

*Referring to traditional care sessions in-person or via telemedicine sessions. The goal of effective therapy is symptom reduction. A successful treatment is categorized as a reduction in the patient’s symptoms by 50% or more, and takes between 8-16 sessions to conclude the treatment. For more information, see more information on X2’s ROI Breakdown.

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