Virtual assistants in retirement plans show wide performance gaps; Fidelity and Voya lead with top AI features.

Corporate Insight's report reveals significant differences in virtual assistant performance across eight retirement plan recordkeepers. Fidelity and Voya received top marks for delivering real-time account data, strong natural language processing, and seamless live chat escalation. Most other assistants fall short on these features, often redirecting users instead of providing in-chat data. The report highlights the growing importance of AI-powered support in retirement platforms and urges providers to improve cross-platform availability and direct access to live representatives to enhance user experience.