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Meet Frankie, a virtual consultant for NZ health insurance

Meet Frankie, a virtual consultant for NZ health insurance

Frankie joins nib’s customer service team to help provide quick-fire responses to customer enquiries

Health insurance provider nib has deployed artificial intelligence technology across the organisation in New Zealand, designed to assist Kiwis with customer enquiries.

Under the banner of Frankie, the virtual consultant has joined nib’s customer service team to help provide quick-fire responses to customer enquiries about a recently launched new range of health covers, in a bid to provide more convenient times of engagement for end-users.

“We understand that many people today are time poor, and when they have questions about what their health insurance covers, or how to claim, they want the answers immediately, even if it is in the middle of the night,” nib general manager of direct and partnerships Ben Rose said.

“By harnessing the power of artificial intelligence, we’re giving our customers the ability to ask questions 24 hours a day allowing them to get the information they need without having to wait for a customer service consultant.”

Initially Frankie will be able to provide instant responses to a variety of common enquiries regarding the insurer’s new product range, including benefits available and how to claim.

However, Rose said it will also learn from nib’s customers, with artificial intelligence technology meaning that Frankie becomes smarter and more intuitive as it interacts with customers.

“Frankie is continually listening and building its knowledge bank to learn just what our customers need to know, helping to improve its ability to respond with the right information to answer even the most unusual of questions,” Rose explained.

“Frankie reflects the next generation of customer service and is another example of how we are making health insurance simple and easy to understand.

“We are always looking for ways to challenge the status quo to give our customers the very best service in a way that is relevant and most convenient to them.”

According to Rose, Frankie, won’t be replacing any human employees, with the virtual consultant set to be supported by nib’s team of customer service agents.

Therefore, customers are able to contact nib via phone or email if they prefer to speak to a real person.

Based on the success of the virtual consultant during the trial, Rose said nib will make Frankie a permanent member of the team and expand the questions covered to include more general customer service enquiries.


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