nibby, the always-on voicebot: transforming the call experience for 1.5 million health insurance members
Meet nibby, nib Group's multi-channel bot. Starting out as a humble FAQ chatbot, it's now a fully-fledged member of the service and sales team, assisting human consultants and handling over 30% of member interactions. nibby is the front door to nib Group's contact centre and provides seamless call-from-app authentication, end-to-end member transactions and cross-channel switching capabilities.
Dom will walk us through how nibby has become a core component in contact centre strategy - mitigating volume peaks, optimising traffic by contact channel, and capitalising on out-of-hours interactions. And for their members - how nibby ensures each interaction is as seamless as possible with features like predicting enquiries, accessing customer records and tailoring conversations accordingly.
14:30 - 15:00
Sr. Manager - Conversational Experience, nib Group