Nib partners with AWS to enhance AI-driven services

In a significant development, nib Group has selected Amazon Web Services (AWS) as its preferred cloud provider for generative AI workloads.

The health insurer is currently utilising Amazon Bedrock, a managed service offering access to premier AI foundation models, to enhance and automate customer-facing services. The integration has seen improvements in customer service, call centre operations, claims processing, and personalised travel insurance recommendations, predominantly utilising the Anthropic Claude 3.5 Sonnet model.

Brendan Mills, Group Chief Information Officer at nib, commented on the collaboration, "We see innovation and technology as central to our mission 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."

The company's AI-powered assistant, nibby, launched in 2021, has reduced the need for manual support. It has reduced chat-based support by 60% and voice call support by 15%, which has resulted in financial savings exceeding AUD $22 million. Now enhanced by Amazon Bedrock, nibby is better equipped to handle complex queries and provide personalised interactions.

Beyond customer interaction enhancements, nib uses Amazon Bedrock to automate generation and summarisation of notes from interactions, reducing post-call work by up to 20%. This allows for more efficient handling of member inquiries. The AI also aids in curtailing average call times by 8% through improved accuracy and response times from an enriched internal knowledge base.

nib is also leveraging Amazon Textract in tandem with Amazon Bedrock to automate claims processing. This integration processes over four million invoices annually with near-complete accuracy. Personalisation extends to nib's travel insurance offerings, where predicted destination data helps create tailored email marketing campaigns.

Integrating generative AI into nib's operations coincides with the insurer's migration of over 95% of its workloads to AWS. This migration includes managing digital assets, applications, websites, and core insurance platforms.

Jamie Simon, Director of Financial Services at AWS Australia and New Zealand, commended the implementation, stating, "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."

"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, optimise operations, and building enduring customer experiences."

This strategic use of Amazon Bedrock by nib is part of its larger drive towards embracing AI and cloud technologies to improve operational efficiency and customer satisfaction. The ongoing partnership with AWS highlights a commitment to integrating technology into core business functions to enhance overall service delivery.