Case Study: nib nz achieves improved customer service with IBM watsonx Assistant

nib Using AI to help expand healthcare coverage across New Zealand

nib nz Ltd., a health insurance provider in New Zealand, wanted fresh ways to support customers as it grew rapidly and needed to augment its service agents while easing training demands. Working with IBM and IBM Business Partner Capgemini, nib turned to IBM watsonx Assistant to create Frankie, a virtual health insurance consultant that could handle routine questions and support both current and prospective customers.

IBM implemented New Zealand’s first AI-based chatbot for health insurance, powered by IBM watsonx Assistant and IBM Cloud. Frankie helps customers submit colloquial queries by text, freeing live agents to focus on more complex issues and improving the overall customer experience, while continuously learning to answer even unusual questions more effectively.

nib nz

Ben Rose

General Manager of Direct and Partnerships