Sr. Manager - Conversational Experience, nib Group
Dom leads the Conversational Experiences team at nib Group where he drives the digital transformation of their contact centre into a customer-first automated platform.
He pioneered multi-bot support for Rasa to facilitate the growing and complex nature of customer interactions.
Dom is passionate about building comprehensive data visualizations to illustrate customer and business success of the conversational AI products across nib and its partners.
nib Group become the first health insurer in Australia to launch a 24/7 voicebot, providing end-to-end transactions and a seamless blend of bot and agent-assisted experiences. Our chat and voicebots have become an integral part of the customer servicing strategy with over 40% of all conversations not requiring human intervention.