nib chatbot saves 535 hours of consultant handling time
nib reports one year on, its chatbot, nibby, has handled more than 21,500 member interactions, with a 70 per cent success rate, saving 535 hours of consultant handling time.
It has been so successful, nibby has been expanded across group operations.
A first of its kind for private health insurance in Australia, nibby launched in December 2017.
The chatbot relieves pressure on nib’s frontline employees by performing tasks like sorting calls, responding with information relevant to a member’s query and connecting them quickly with a live chat consultant, if needed.
“With the help of digital technology, artificial intelligence, and cloud technology, we’ve enhanced our service capability, while still maintaining our high level of member service in a rapidly changing and complex environment,” said nib chief information officer, Brendan Mills.
"In just 12 months, nibby has also been expanded to support nib’s Group operations including our international students and workers’ businesses with plans to roll out to our New Zealand operations soon. And as the chatbot continues to advance we will continue to see rapid development to further enhance our member service capability,”Mills said.
nibby is built on Amazon Lex, an Amazon Web Services (AWS) Machine Learning (ML) service for building conversational interfaces into any application using voice and text. Amazon Lex enables nibby to capture intentions and missed utterances. The chatbot continuously taps into this knowledge to further improve and better understand variations of member enquiries.
“nib has taken an agile approach, using AWS Machine Learning to solve the business challenge of improving their customers’ experience. Only one year into their journey with ML, nib is already proving that the AWS Cloud can not only help them remediate technical debt, but is the ideal platform for genuine, customer-focused innovation,” said AWS managing director, Australia and New Zealand, Paul Migliorini.
The chatbot is also now available to assist with sales enquiries helping to make it easier for visitors to the site to find information about their health cover options and how to join.
Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu
Every flagship smartphone in Australia includes hardware and software purpose-built for AR. A huge audience is ready and waiting. We have an opportunity to craft extraordinary, innovative work. But to get there, we need to push our creative thinking a little harder, writes Gil Fewster.
There are five tell-tale signs your brand needs to take a long hard look at itself.
How do we price goods and services? As business leaders, we have asked ourselves this question since the history of trading.
In this bonus last episode of this new podcast series, BrandHook MD, Pip Stocks, talks with former ANZ group general manager of marketing, Louise Eyres, talks about the importance of thinking like a customer and using intuition to solve customer painpoints.
Why it's important for me to know that? I don't get it, sorry.
James Fogle
7 things you need to know about Facebook's mood experiment
Info graphic have proven to be very useful to create brand awareness and drive traffic. Thanks for sharing these Information.Graphic Desi...
Govind Dadhich
Image intelligence:10 must-see infographics for marketers
Best web hosting packages Vancouver WA understands that only technical support and domain associated email address can bring huge leads ...
Radiata Solutions
6 Ways to ramp up Social Media to Your Web Design
I had the same vision about change from CX terminology to HX. Even with almost the same title: 'Forget customer experience...' https://ww...
Ekaterina Khramkova
Forget customer experience, human experience is marketing's next frontier
Thank you, so do I.
David Freeman
Sustainability of message: H2coco founder's commitment to consumers