Amazon Web Services (AWS) partner DiUS has helped develop an artificial intelligence-equipped chatbot for health fund Nib, to assist with customer queries.
Named Nibby, the chatbot provides customers with simple responses regarding their health insurance and can direct customers to the specific sales or claims consultant as a query becomes more complex.
“We're seeing the application of AI technology moving ultra-fast with an enormous appetite for our services within the enterprise market to develop cutting-edge industry AI use cases,” DiUS director Joe Losinno said.
“We are thrilled to be supporting Nib in delivering this strategic investment in innovative customer experience technology for its customers."
Nib chief information officer Brendan Mills said the virtual consultant reflects the “next generation” of customer service, providing customers with the ability to interact with Nib 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,” Mills said.
“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 works through AWS’ artificial intelligence capabilities, where it can develop into a smarter and more intuitive chatbot as more customers interact with it.
Mills said that as Nibby builds its knowledge bank, it can respond to “an infinite number” of customer enquiries, supplementing existing support employees who will now deal with more complex issues instead.
“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,” Mills said.
“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.”
DiUS has become known for working with next-generation technology. In March, DiUS worked with 3D modelling specialist Matterport to help property advertising firm REA Group develop virtual-reality (VR) enabled property showcases