AustraliaFinance and insurance2021 – ongoingnib Group
Generative AI on Amazon Bedrock for member service, call notes and claims
nib's nibby assistant handled over four million member queries, and AWS reported more than $22 million in savings
Problem
nib, an Australian health insurer, handled large volumes of member chats, calls and claims invoices. Agents spent time writing call notes and searching knowledge articles.
Approach
nib built its nibby assistant in 2021 and later moved generative AI onto Amazon Bedrock, mainly running Anthropic's Claude 3.5 Sonnet. The models summarise calls, chats and knowledge articles for agents, and draft personalised travel-insurance emails. Amazon Textract works with Bedrock on member claims invoices.
Results
Takeaway
nib applied one model platform to several service and back-office tasks. The savings figure is AWS's and the release does not say how it was calculated.
Categories
- Industry
- Finance and insurance
- Business function
- Customer serviceProduction and quality
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
An AWS release on nib's use of Amazon Bedrock. It lists nibby query volume, a 60% cut in chat support and 15% in voice, more than $22 million in savings, up to 20% less post-call work, 8% shorter calls and about four million invoices a year.
Full details are in the original sources.