nib launches health insurance chatbot

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nib has introduced artificial intelligence technology to assist people with their questions about health insurance.

Known as nibby, the chatbot provides people with access to simple responses regarding their health insurance. It is integrated into the company's web platform, allowing it to move customers to the appropriate sales or claims consultant as a query becomes more complex.

According to nib's chief information officer, Brendan Mills, the virtual consultant reflects the next generation of customer service, providing customers with the ability to interact with the health insurer in the most convenient way 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 Mr 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."

nibby is designed to learn from customers so that it becomes smarter and more intuitive over time.

"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," said Mr Mills.

"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."

nib partnered with Amazon Web Services and DiUS on the development of nibby.

"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," said Mr Mills.