HIF is proud to introduce its first AI-driven Virtual Assistant, hiffy, to be used by its member service teams to help continually improve the speed, consistency and accuracy when responding to member queries.
HIF has engaged Customer Driven Solutions to implement this technology across the HIF business, leveraging the power and flexibility of the Boost.ai platform.
Jennifer O’Brien, Chief Member and People Leader at HIF said, “Plugging into HIF’s knowledge platform, Panviva, hiffy will deliver quick answers and direct links to our internal processes – enabling our team to deliver the right information to members in just a few clicks.
“We saw a clear opportunity to give time back to our member service teams by allowing them to focus on providing the ‘human-touch’ and emotional intelligence to member queries – while engaging AI to do some of the heavy lifting to seamlessly extract accurate detail, in the highly detailed world of private health insurance.”
At time of launch, the AI-driven Virtual Assistant supports over 110 intents, with connections to more than 500 knowledge articles, with even more expected to be added in the coming months.
Nicola McDonald, Head of Generative Artificial Intelligence and Knowledge Management at Customer Driven Solutions said, “We are thrilled to have been selected to implement HIF's first AI driven Virtual Assistant (VA), which supports their team to deliver exceptional experiences for their members.
“In general, Australia is behind compared to many other markets in terms of AI adoption. It is exciting to see HIF take the leap to deploy a GenAi VA through their internal use-case. In our opinion, HIF are leading their market, with a lot more opportunity to continue to develop their Virtual Assistant further.”
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