Meet Nibby: The AI Concierge Revolutionizing Health Insurance Support

How NIB’s virtual assistant “Nibby” tackled 60% of inquiries autonomously

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From the Firehose

NIB Health Insurance transformed its customer service by introducing “Nibby,” an AI-powered digital assistant that now handles 60 % of routine inquiries, slashes human intervention by 60 %, and delivers $22 million in annual cost savings—all while freeing up staff to tackle complex member needs (source: LinkedIn).


The Challenge: Swamped by Calls and Rising Costs

Before AI, NIB’s contact center was overwhelmed by high call volumes that created service bottlenecks and long wait times for members (source: LinkedIn).
Maintaining enough staff to meet demand drove operational costs through the roof, straining budgets and threatening service quality (source: LinkedIn).


The AI Solution: Introducing “Nibby,” the Virtual Health Concierge

Determined to enhance efficiency without sacrificing care, NIB partnered with leading AI providers to build “Nibby,” a conversational assistant trained on historical call transcripts and policy data (source: LinkedIn).
Nibby integrates seamlessly with NIB’s backend via REST APIs, autonomously resolving standard inquiries—everything from policy details to claim status—around the clock (source: LinkedIn).


Remarkable Results: Efficiency and Savings That Speak Volumes

  • $22 Million in Annual Savings: Automated processes cut staffing needs and overhead, delivering significant cost reductions (source: LinkedIn).

  • 60 % Reduction in Human Support: Nibby now handles six out of ten inquiries end-to-end, reserving complex cases for skilled agents (source: LinkedIn).

  • 15 % Fewer Phone Calls to Agents: By answering routine questions in chat and voice channels, Nibby has decreased live-call volume by nearly one-sixth (source: LinkedIn).


The Human–AI Partnership: Empowering Agents

Rather than replacing staff, NIB’s digital assistant handles repetitive tasks—giving human agents back their time to focus on empathy-driven, complex member issues (source: LinkedIn).
This collaboration ensures consistent service quality and rapid response rates, boosting customer satisfaction and agent morale alike (source: LinkedIn).


Conclusion: AI as a Catalyst for Customer Service Excellence

NIB’s success with Nibby offers a clear blueprint: by strategically deploying AI digital assistants, organizations can unlock massive cost savings, streamline support operations, and elevate the member experience—proving that the right blend of human expertise and automation is the future of customer service.


Ready to explore what an AI-driven assistant could do for your customer support? Let’s start the conversation.

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Hungry for more? Let me share an interesting project I worked on that dives into the world of AI and customer service! I explored how Klarna, a big name in finance tech, faced challenges when they used an AI chatbot for help. Instead of making things easier, customers often found themselves frustrated because the AI didn't share important details with human agents, leaving them stuck repeating their problems.

This project highlights three key points: first, the AI didn’t connect well with existing tools, which made things messy. Second, customers weren't always sure if they were talking to a bot or a person, causing confusion. Lastly, after facing backlash, Klarna decided to focus more on hiring humans to provide better support. This shift shows how important it is to blend AI with great human service. Curious about what I discovered next? Stay tuned!

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About

Nibby, an AI helper created for NIB Health Insurance, that answers questions and saves money while letting staff help with tricky problems.