nib uses Amazon Bedrock to Drive Productivity and Personalised Health Insurance

SYDNEY - 3 December 2024 - At AWS re:Invent, Amazon Web Services, Inc. (AWS), an Amazon.com, Inc. company (NASDAQ: AMZN), today announced that nib Group (ASX: NHF) , a leading health insurer, has selected AWS as its preferred cloud provider for generative artificial intelligence (generative AI) workloads.

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, as well as deliver personalised offers for some members.

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

AI helping to deliver excellent customer experiences
nibby is nib's AI-powered voice and text AI assistant, which has handled over four million-member queries since its launch in 2021. It has reduced the need for manual support by 60% for chat-based interactions and 15% for voice calls, delivering more than $20 million in savings. Now enhanced by Amazon Bedrock, nibby can better understand complex queries with multiple follow-up questions, and personalise its interactions with members, leading to faster resolution and resulting in higher customer satisfaction.

nib is also using Amazon Bedrock to automatically write and summarise notes after customer chats and calls. This helps contact center agents reduce up to 20% of their after-call work time allowing more members to be served quickly and efficiently. nib has also integrated Amazon Bedrock to enhance its internal knowledge base, summarising and analysing knowledge articles, to provide accurate and timely responses to member inquiries, resulting in about 8% reduction in average call times.

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

AI delivering more personalised offers and speedier invoice processing
nib combined Amazon Bedrock with Amazon Textract, which automatically reads and processes text from documents with near-100% accuracy, to automate member claims and process over four million invoices annually. nib's National Disability Insurance Scheme (NDIS) business, nib Thrive, processes 30% of its invoices automatically, saving time and increasing accuracy.

nib also offers travel insurance plans for international and domestic trips with coverage options including medical assistance, lost luggage, trip cancellations, and more. nib uses Amazon Bedrock to create personalised email marketing campaigns to its members 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 playing a central role in creating hyper-personalised experiences and helping Australians better manage their everyday health and wellbeing," said nib Group Chief Information Officer, Brendan Mills. "Our deep collaboration with AWS and its scalable and resilient infrastructure helps nib operate our business, while also experimenting and integrating generative AI into our core systems and member experiences. We're pleased to see Amazon Bedrock already delivering benefits across the business."

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

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

About Amazon Web Services
Since 2006, Amazon Web Services has been the world's most comprehensive and broadly adopted cloud. AWS has been continually expanding its services to support virtually any workload, and it now has more than 240 fully featured services for compute, storage, databases, networking, analytics, machine learning and artificial intelligence (AI), Internet of Things (IoT), mobile, security, hybrid, media, and application development, deployment, and management from 108 Availability Zones within 34 geographic regions, with announced plans for 18 more Availability Zones and six more AWS Regions in Mexico, New Zealand, the Kingdom of Saudi Arabia, Taiwan, Thailand, and the AWS European Sovereign Cloud. Millions of customers-including the fastest-growing startups, largest enterprises, and leading government agencies-trust AWS to power their infrastructure, become more agile, and lower costs. To learn more about AWS, visit aws.amazon.com.

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