nib launches chatbot

Posted: 12 December 2017 4:05 pm

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Australia gets its first health insurance chatbot: nibby.

nib is the first Australian health fund to embrace artificial intelligence and launch its very own chatbot.

The chatbot, nibby, will provide Aussie consumers with help via nib's website.

Not only will nibby provide members with simple answers to questions about their health insurance, it'll also help customers find their way around the site depending on whether they want to make a claim or want to buy a policy.

“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,” nib chief information officer Brendan Mills said in a statement.

Screenshot of nibby

It's hoped that nibby will learn from both customer inquiries and from harnessing the power of artificial intelligence on Amazon Web Services.

“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.

If you're interested in chatting with nibby, its services are available through the desktop, mobile or tablet versions of the website.

In April 2017, rated health funds in Australia on how accessible they were to their members. The rankings looked at number of branches, claims apps, contact centres, access to live chat and other ways in which members could reach their fund.

nib came in fourth place but with the addition of nibby, it's likely that they'll jump up the rankings next year.

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