In 2017, I had the opportunity to help DiUS bring chatbot “nibby” to life for leading Australian health insurer nib health funds. Nibby lives on the nib website and is there to direct people to the right area of service before they speak to a consultant.
The main goal for nibby was to reduce the amount of time spent by contact centre staff by redirecting visitors to the right departments. Chatbots had never been attempted and the user experience with people interacting with a chatbot for the first time was unknown.
The main challenges
• Uncertainty about what is technically possible
• Redirecting people to the right destination
• The conversational user experience was unknown