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nib Group: The Always On Voicebot

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29 March 2023
Karen Monks

Winner of Celent Model Insurer 2023 Award for Customer Experience

Abstract

nib Group (nib) was the first health insurer in Australia to launch a 24/7 voicebot. nib leveraged the cloud-based contact center Amazon Connect and artificial intelligence (AI) platform Rasa to provide a fast, simple, and convenient way for more than 1.7 million Australian resident health insurance members as well as international students and workers to get in touch. Known as nibby voice, the technology helps automate simple conversations, improve operational efficiencies, and enhance the member experience.

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