Case Study: nib Group achieves 29% increase in service adoption with Rasa's customizable conversational AI

After establishing Rasa as their primary Conversational AI platform, nib Group saw a 29% increase in self-service adoption amid a dramatic rise in contacts due to Covid-19.

nib Group, an Australian and New Zealand health and travel insurer serving over 1.4 million people, faced a surge in member contact (exacerbated by COVID‑19) and limitations with its original cloud NLU that constrained customization, update visibility, and ownership of models for its digital assistant, nibby. To meet goals of better member experience, faster routing and more contextual conversations, nib evaluated alternatives and selected Rasa’s enterprise open source conversational AI to give its engineers and data scientists full control and extensibility.

Using Rasa, nib replatformed nibby (completed in three months with Rasa Customer Success Engineering), adopted Rasa’s stories/dialogue management and custom actions, and expanded channels and multilingual support. The switch delivered measurable impact: a 29% increase in service adoption, over 150,000 members served in 2020 (a 200% year‑over‑year jump), a 95% conversation understanding rate, more than 50% of interactions resolved via self‑service and a 900% rise in member interactions over three years—allowing agents to focus on higher‑value work. Rasa continues to partner with nib on upgrades and feature development.

nib

Dom Sammut

Engineering Manager