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Oct 12


The always-on voicebot: Transforming the call experience for 1.5 million health insurance members with nibby

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.

12:30 - 13:00

Clubs Stage

Dom Sammut

Sr. Manager - Conversational Experience

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nib group

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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.

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