nib Group, an Australian health insurer, has chosen Amazon Web Services (AWS) as its preferred cloud provider for generative AI workloads, using Amazon Bedrock to enhance customer service and operational efficiency. The insurer has integrated AI into various business functions, including call center support, claims processing, and personalized travel insurance recommendations.

Since 2021, nib's AI assistant, nibby, has handled over four million customer queries, reducing chat-based support by 60% and voice call support by 15%, saving the company more than $22 million. With Amazon Bedrock, nibby can now understand complex queries and personalize interactions, leading to faster resolutions and improved customer satisfaction. AI-generated summaries of customer chats and calls have reduced post-call work by 20%, while AI-driven knowledge base enhancements have shortened average call times by 8%.

nib has also combined Amazon Bedrock with Amazon Textract to automate claims processing, handling over four million invoices annually with near-100% accuracy. Additionally, the company is leveraging AI to personalize travel insurance marketing by predicting customer destinations and offering tailored plans.

Following the migration of over 95% of its workloads to AWS, nib now operates thousands of digital assets, applications, and core insurance platforms on the cloud. AWS executives highlighted nib’s AI-driven initiatives as examples of how financial services companies can optimize operations and enhance customer experiences.