nib unveils ‘industry first’ chatbot

Newcastle-based health insurer nib will join its banking industry counterparts by launching a new AI-backed chatbot service.

The web-integrated “virtual consultant”, called 'nibby', will allow customers to pose text-based questions to the insurer and receive “simple responses” from the platform.

Should questions become too ‘complex’ for the chatbot’s in-built AI, they will automatically be referred to a human sales or claims consultant to answer, the company said.

nib’s chief information officer, Brendan Mills, said the service will offer greater convenience for its customers, giving them choice over when they interact with the company, “without having to wait for a consultant”.

“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 said.

The chatbot will be able to learn from its interaction with customers, “becoming smarter and more intuitive over time,” he said.

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

Developed in partnership with Amazon Web Services and Australian tech developer DiUS, the chatbot was brought to market within four weeks.

nib has made a concerted effort to boost its technology profile, with nibby reflecting the insurer's "commitment to innovation in healthcare and ongoing investment in technology to improve the customer experience and meet the rapidly changing needs of consumers," the company said in a release.

"We believe there is a strong role for technology, including AI, to play in healthcare by empowering customers and improving the way we service them,” Mills added.

“We’re also looking to use AI to improve operational efficiencies and augment our existing teams for smarter decision making in areas such as customer retention, claims and fraud detection,” he added.

Customers will be able to access nibby through the company’s website, accessible via desktop, tablet or mobile.



Related Stories

DHS boosts AI cred with ‘next level’ chatbot development
Dubbed PIPA – or the Platform Independent Personal Assistant – the DHS’s Augmented Intelligence (AI... Read More
Generali reveals game-changing add-on to virtual assistant – FST Future of Insurance
The addition of the ‘auto-adjudication feature’, expected to be launched within months, will... Read More
Chatbot Mia, here we go again: UBank to release third AI assistant
Christened Mia, or My Interactive Agent, the AI-backed virtual assistant can respond to 300 of the... Read More
CUA gets ROSIE with Flamingo AI pilot
Named ‘ROSIE’, the “cognitive virtual sales assistant” will service CUA’s Health insurance... Read More