First private health insurance chatbot has 70% success rate

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

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Non-linear transformation: The internal struggle

Let’s face it, transformation is messy. Every business is different, with a set of specific challenges based on a mixture of external (the market, competitors, regulation) and internal factors (technology, people and process investments over time).

Neil Kelly

Partner, transformation, Wunderman Thompson

7 ways to champion a human centred design culture

Human Centred Design (HCD) has come a long way in the last decade with many forward-thinking organisations now asking for HCD teams on their projects. It’s increasingly seen as essential to unlocking innovation, driving superior customer experiences and reducing delivery risk.

Shane Burford

Head of research and design, RXP Group

Building a human-curated brand

If the FANG (Facebook, Amazon, Netflix, Google) sector and their measured worth are the final argument for the successful 21st Century model, then they are beyond reproach. Fine-tuning masses of algorithms to reduce human touchpoints and deliver wild returns to investors—all with workforces infinitesimally small compared to the giants of the 20th Century—has been proven out.

Will Smith

Co-founder and head of new markets, The Plum Guide

I think some of these ideas are great. These tips will help me to improve my system. Thanks!

Henry Reid

9 Ways to Improve Your Company's CRM System

Read more

It's a useful info for small businesses owners. We can't live without mobile apps. They are so helpful! It's hard to deny that.

Mae Davis

7 ways small businesses can benefit from mobile apps

Read more

Hi Jennifer,Fascinating read about design-led companies!If you would like to learn more, our Design Thinking and Innovation programme mig...

Andrea Foster

How to spot a ‘design-led’ versus ‘design-fed’ company

Read more

ABC web-site not easy to use/navigate. Even getting this far in sign-on to ABC My Space was problematic - it was asking for my password,...

Vee.

How the ABC used an online community to help build a movement

Read more

Thank you for your feedback, Astha! Always appreciated.

Vanessa Skye Mitchell

5 things marketers should know about data privacy in 2020

Read more

Latest Podcast

More podcasts

Sign in