Seat economics break
Suite Enterprise + Contact Center + Copilot + Privacy stacks cost grows with heads, not outcomes.
01 · Context
The Problem
1099workers.com supports associates on CoreChoice / MV plans. Inbound volume spans billing, ID cards, plans, pricing, payment method, and general questions — plus outbound, email/ticket response, and escalation to a live person. FAQ lives at /faq-associates, but agents still need authenticated, governed answers.
PHI exposure risk
Generic AI add-ons rarely enforce member auth before PHI or carrier-grade subprocessors.
Channel fragmentation
Voice, chat, email, and Salesforce stay loosely wired — handoffs drop context.
OE concurrency spikes
Open enrollment floods overwhelm static seat pools and brittle knowledge.