- 12 December 2017
- Written by Peter Dinham
Friday, December 22, 2017
Artificial Intelligence Is Starting To Turn Up All Over The Place And Is Becoming Almost The Norm!
This appeared last week:
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.”
Note that as time goes the chatbot gets better at handling user queries which would make it increasingly useful and indeed more valuable to NIB.
Clever stuff and very interesting this is a service offered by Amazon which is not cheap!
Posted by Dr David G More MB PhD at Friday, December 22, 2017