Overall health insurance provider nib has introduced a ‘voicebot’ as the to start with stage of make contact with for customers that simply call in with a query or situation.
Called nibby voice, the ‘voicebot’ is expected to aid with automating standard discussions, bettering operational performance and member working experience.
The voicebot acts as the main make contact with when calling nib’s assist centre and can carry out privacy checks and inquire for conventional client facts before transferring users to a marketing consultant.
nibby voice was built employing the Amazon Connect cloud make contact with centre platform, Amazon Lex and open up supply AI platform Rasa.
It is an extension of nib’s chatbot, nibby chat, which was introduced in 2017.
Nib’s chief facts officer Brendan Mills mentioned since its June start the ‘voicebot’ has led to a reduction in simply call volumes that demand conversation with a marketing consultant.
“In its to start with month by itself, we saw a nine % reduction in simply call volumes mainly because nibby voice solved our members’ enquiries on the location or directed them to our other self-service choices, together with our cellular app, on the web companies, or web page,” Mills mentioned.
“A good instance of this is in the course of our usually hectic tax time period the place we had a thirteen % reduction in calls linked to tax statements achieving agents thanks to nibby voice’s self-service remedies.”
Mills mentioned that nibby voice is equipped to authenticate a member calling in for assist by matching their cell phone amount to a plan in 50 % of all situations.
“This permits our consultants to focus on servicing our member’s demands suitable away, though users can shell out a lot less time on the cell phone to us and additional time concentrating on their working day-to-working day functions,” he mentioned.
Mills mentioned that nibby chat had, in the meantime, done “just about 220,000 chats with members” in the final money yr, “an increase of 33 % on the earlier yr.”
“[nibby chat] was equipped to resolve 65 % of interactions on-the-location with out directing users to a marketing consultant,” he mentioned.
The start of nibby voice coincided with the enterprise onboarding all-around 600 consultants onto Amazon Connect, a hosted make contact with centre platform.
“Prior to June this yr, only all-around ten % of our consultants have been employing Amazon Connect, so to shift the remaining ninety % throughout in a subject of months is a excellent milestone,” Mills mentioned.