How nib transformed customer experience
summary
nib uses Amazon Bedrock and LLMs on top of Amazon Connect, Lex and Textract to power a conversational agent Nibby across chat and voice (4+ million interactions so far, ~60% chat deflection, ~10% voice), an internal knowledge app that summarizes KB articles, and automated call summaries that cut after‑call work (announced 20% drop, trending toward ~50%) and speed onboarding. The stack surfaces specific KB passages, extracts invoice/claim data, and reports ~$22M saved to date while agents report faster handling and fewer notes.
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chapters (14)
- 0:00Introduction and welcome
- 1:54NIB’s 13-year journey
- 3:3910 years of AWS partnership
- 5:23Contact center agent experience
- 6:47Nibby chatbot innovation
- 8:10Lessons from AI implementation
- 9:34Generative AI initiatives at NIB
- 11:40Approach to Agentic AI
- 12:41Driving business and tech alignment
- 14:04AI governance and security
- 16:11Guidance for AI governance
- 17:12Future plans for NIB
- 19:20AI predictions for 10 years
- 20:02Closing and Q&A
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