Tuesday, 12 December 2017 02:23

nib claims Aussie first with health insurance chatbot launch

nib claims Aussie first with health insurance chatbot launch Image courtesy of Farbentek at FreeDigitalPhotos.net

nib health funds is claiming first mover rights as the first Australian health insurer to introduce artificial intelligence technology and chatbots to assist Aussies with their health insurance inquiries.

Known as nibby, the chatbot provides customers with access to simple responses regarding their health insurance.

And, according to nib, unlike many other chatbots, nibby is integrated into its web platform – allowing it to intelligently move customers to the right sales or claims consultant as a customer’s query becomes more complex, and to offer assistance during “key customer service moments”.

nib chief information officer Brendan Mills said the virtual consultant reflected the next generation of customer service, allowing customers to interact with the health insurer in the way most convenient for them.  

“As our newest member of the customer service team, nibby allows customers to access the information they need at a time that suits them, without having to wait for a consultant,” said Mills.

“It’s been designed to respond intelligently to our customers meaning it can have a conversation and will be able to handle simple customer service queries.”

He says that by harnessing the power of artificial intelligence on Amazon Web Services, nibby will also learn from nib’s customers, becoming smarter and more intuitive over time.

“As nibby builds its knowledge bank it will be able to respond to an infinite number of customer inquiries, supplementing existing employees and freeing them up to deal with more complex issues.

“It’s an investment that allows us to harness digital technology to grow our business and customer service capability, while maintaining our high level of customer service around the clock.”

Mills says by working with AWS and DiUS, the health insurer was able to move quickly from the development of nibby to bring the new service to market in four weeks.  

“Thanks to our partnership we have been able to build nibby in a faster, more agile way, which has reduced the operational complexity and the cost of running and managing the chatbot,” he said.

“We're seeing the application of AI technology moving ultra-fast with an enormous appetite for our services within the enterprise market to develop cutting-edge industry AI use cases."

“We are thrilled to be supporting nib in delivering this strategic investment in innovative customer experience technology for its customers," said Joe Losinno, director, DiUS.

“nibby reflects the health insurer’s committment to innovation in healthcare and ongoing investment in technology to improve the customer experience and meet the rapidly changing needs of consumers.”


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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).



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