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
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.