Southern Cross Health Society

“The ElementX team were an invaluable part of Aimee’s success. Their expert guidance and can-do attitude, with fast implementation of smart solutions to any problems the project team encountered, make them one of the best business partners I’ve ever worked with.” - Ella Ryborz, Product Owner, Southern Cross Health Society

Southern Cross Health Society is New Zealand's leading health insurance provider, with over 870,000 members. Established in 1961, Southern Cross is one of the country’s most well-known and trusted brands. Consistently ranked among the best in Australasia, the Society  was awarded Canstar's Most Satisfied Customers Award in Health Insurance, from 2016 to 2019.

The Challenge

Aimee is more than just one of the most relatable digital humans created; she has the intelligence to process and interpret what is said to her and respond accordingly. ElementX was brought on to help implement the layer of intelligence and personality she possesses.

The Solution

Aimee is built on UneeQ’s digital human platform using recent advances in machine learning and natural language processing. She is trained to recognise the most popular questions that are asked and give an appropriate answer.

The delivered solution was more than just the NLP component - we helped create a production-ready cloud infrastructure to support the load and reliability requirements. ElementX played a vital part in the overall integration of UneeQ with Southern Cross systems.

The Outcome

  • First health insurer in NZ to have a Digital Human 
  • 7000 conversations in 3 months
  • 95% customer satisfaction