nib leverages IBM Watson Assistant technology to develop Frankie, a virtual health insurance consultant. Frankie interacts with customers by responding to routine queries, this helps live agents focus on more complex issues and improves the overall customer experience.
"The information that Frankie gives to a consumer is legally compliant and accurate. So we make sure that whenever there’s a question that Frankie can’t answer, we jump straight in and make sure that the next time Frankie gets asked that question, she’s got the right answer," explains Ben Rose, General Manager, Direct and Partnerships, nib. #IBMClientVoices
Learn more about AI in customer service: https://www.ibm.com/watson/ai-customer-service
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•IBM Client References: http://bit.ly/1hzYvlB