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
In our fifth and final episode, we delve into the relationship between retailer and supplier and how it drives and influences launch marketing strategies and success. To do that, we’re joined by Campbell Davies, group general manager of Associated Retailers Limited, and Kristin Viccars, marketing director A/NZ, Apex Tool Group. Also featured are Five by Five Global managing director, Matt Lawton, and CMO’s Nadia Cameron.
With continued advances in marketing technology, data privacy continues to play catchup in terms of regulation, safety and use. The laws that do exist are open to interpretation and potential misuse and that has led to consumer mistrust and increasing calls for a stronger regulatory framework to protect personal information.
Environmental, Social and (Corporate) Governance is a hot topic for brands right now. But before you start thinking about doing good, Craig Flanders says you best sort out the basics.
Through the ages, from the fields to the factories to the office towers and now to our kitchen tables, collaboration has played a pivotal role in how we live and work. Together. We find partners, live as families, socialise in groups and work as teams. Ultimately, we rely on these collaborative structures to survive and thrive.
The best part: optimizing your site for SEO enables you to generate high traffic, and hence free B2B lead generation. This is done throug...
Sergiu Alexei
The top 6 content challenges facing B2B firms
Nowadays, when everything is being done online, it is good to know that someone is trying to make an improvement. As a company, you are o...
Marcus
10 lessons Telstra has learnt through its T22 transformation
Check out tiny twig for comfy and soft organic baby clothes.
Morgan mendoza
Binge and The Iconic launch Inactivewear clothing line
NetSuite started out as a cloud-based provider of Enterprise Resource Planning software or as NetSuite solution provider, which companies...
talalyousaf
NetSuite to acquire Bronto's digital marketing platform for US$200m
Thanks for sharing this post, its really good information I get through this blog.CDPO Online Exam Training
Infosectrain01
3 ways Booking.com is improving its B2B marketing game