nib Group Uses Amazon Bedrock to Drive Productivity and Personalized Health Insurance

Australian health insurer leverages generative AI to automate call center operations and invoice processing, enhancing productivity and customer experience

SYDNEY - Amazon Web Services (AWS) announced nib Group (ASX: NHF), a leading health insurer, has selected AWS as its preferred cloud provider for generative artificial intelligence (generative AI) workloads, according to the official website of Amazon. 

nib is using Amazon Bedrock, a managed service that provides access to a choice of the world’s leading AI foundation models, to augment and automate customer-facing interactions and provide personalized offers for some members. The majority of nib's generative AI workloads are using Anthropic’s latest Claude 3.5 Sonnet model.

In the past six months, nib Group has integrated generative AI across several of its businesses to support customer service, augment call centers and claims processing, and personalize travel insurance recommendations.

Using AI to deliver excellent customer experiences

Since its launch in 2021, nibby, nib’s AI-powered voice and text AI assistant, has handled over four-million-member queries. By reducing the need for manual support, nibby has lowered chat-based interaction support by 60% and voice call support by 15%, delivering more than $22 million in savings.

Now enhanced by Amazon Bedrock, nibby can better understand complex queries with multiple follow-up questions, and personalize its interactions with members leading to faster resolution and higher customer satisfaction.

Additionally, nib uses Amazon Bedrock to automatically generate and summarize notes from customer chats and calls, reducing post-call work by up to 20%, and allowing more members to be served quickly and efficiently. nib also uses Amazon Bedrock to enhance its internal knowledge base by summarising and analysing knowledge articles, to provide accurate and timely responses to member inquiries, resulting in an 8% reduction in average call times.

These augmentations help call center agents focus on more complex queries that require direct support and deeper empathy.

Personalizing offers and faster invoice processing

In addition to customer service improvements, nib has combined Amazon Bedrock with Amazon Textract, an AI tool that automatically reads and processes text from documents with near-100% accuracy, to automate member claims and process over four million invoices annually.

nib also offers travel insurance plans for international and domestic trips with coverage options including medical assistance, lost luggage, trip cancellations, and more. By leveraging Amazon Bedrock, nib can create personalised email marketing campaigns based on predicted destinations. Built with Amazon’s Prototyping team, nib is able to promote relevant offers to its members, that are aligned to their upcoming travel.

"We see innovation and technology as central to our mission at nib,” said Brendan Mills, Group Chief Information Officer at nib. “Our partnership with AWS and its scalable, resilient infrastructure allows us operate efficiently while integrating generative AI into both our core systems and member experiences. We’re seeing Amazon Bedrock deliver substantial benefits across the business.”

nib's swift integration of Amazon Bedrock and Amazon Connect stems from two factors: its close collaboration with AWS and its migration of over 95% of workloads to AWS. After the migration, nib now manages thousands of workloads on AWS, including digital assets, apps, website, extreme inherent risk (EIR) applications, and core insurance platforms.

“By migrating the majority of its workloads to AWS, nib is leveraging the cloud to its fullest extent to drive value. We’re pleased to see AWS’s latest generative AI services already improving customer interactions,” said Jamie Simon, Director of Financial Services at AWS Australia and New Zealand. “nib’s use cases are excellent examples of how our financial services and insurance customers are using Amazon Bedrock to remove undifferentiated tasks to free employees up for more high-value customer interactions, optimize operations, and building enduring customer experiences.”