How Enlyte leverages AI to maintain human connection

The Challenge

Training the people who use Enlyte's software is not a simple task. The platform helps insurance carriers review medical bills — which means the end users are navigating complex, high-stakes content. 

Getting that training right matters, and getting it to stick matters even more. Technical software training is inherently dry and when the team did produce videos, it was the old-fashioned way: a camera, multiple takes, and hours of editing for a production that went stale the moment the product changed.

Heidi Sandvik, Manager of Customer and Technical Training at Enlyte, has followed brain science research for years: people learn and retain more when there's a person on screen to connect with. 

"We knew that pushing out courses without any kind of human connection wasn't working. We were really looking for a way to build that in — to strengthen the learning and memory function by having an actual person." — Heidi Sandvik, Manager of Customer and Technical Training, Enlyte

The Solution

Heidi found Synthesia through a colleague and immediately saw the value. Then she did something deliberate: she went looking for other pockets of trainers across the organization, brought them into the tool, and built momentum one team at a time.

The impact spread quickly. Heidi's colleague Champayne Mitchell dove in as a super user, producing professional training videos for Enlyte's property and casualty insurance customers — explanations of complex insurance concepts, promotional content for new products, and support resources for LMS administration. 

Her approach was deliberate: two-to-five-minute videos built around diverse avatars representing different ages, races, and abilities, with content extended into Spanish and French at a fraction of traditional localization costs. What surprised people was the quality: polished, consistent video built by someone with no formal video production background.

On the customer communications side, Alison Locke tackled a different problem: billing questions and support requests that were eating into the customer experience. She built a library of educational videos using Synthesia's expressive avatars to walk customers through exactly what they needed to know.

"Our customers went from dreading billing questions to actually engaging with the content — because it finally felt like someone was talking with them, not at them." — Alison Locke, Learning Architect, Enlyte

Internally, Alison launched a professional development video initiative for her team. The feedback was consistent: videos felt more approachable and less intimidating than traditional corporate training materials. Team members started seeking out the content rather than being pushed toward it.

The Results

• Tens of thousands in cost savings in a matter of months — production previously outsourced to agencies now built entirely in-house
• 92% learner engagement for understanding complex insurance concepts
• Multilingual content — customer education extended to Spanish and French at a fraction of traditional localization costs
• Agility — content updated within hours vs. weeks with traditional production

What's Next

Heidi's next target is regulatory compliance — a notoriously text-heavy domain where she's running a proof of concept: take a regulatory bulletin, feed it into Synthesia, and produce a three-to-five-minute video that makes the content digestible. 

Employee onboarding is on the roadmap too, as it's an obvious fit for what the platform can do.

"People want training completely differently than we ever used to deliver it. They want short videos. They want videos that connect with them. Being able to take existing content, turn it around quickly, and make it digestible for a modern learner with Synthesia — that's been phenomenal." — Heidi Sandvik, Manager of Customer and Technical Training, Enlyte