Meet Aimee, Southern Cross’ newest (and most digital) team member

Aimee - Southern Cross Health Society
Image courtesy of Southern Cross Health Society

In a milestone move, Southern Cross Health Society has launched an AI-powered digital assistant designed to help Kiwis to take control of their health insurance

Aimee is Southern Cross Health Society’s newest member of the team. Aimee delivers 24/7 customer support to members via desktops, tablet and mobile phones, providing information on how the health system works, what health insurance is and giving additional information on insurance-specific terms such as pre-existing conditions. Over time, Aimee will also employ machine learning to better understand people’s needs, providing guidance in response to more in-depth questions.

“Like all of our customer contact team, Aimee is empathetic, warm, natural and trustworthy,” said Nick Astwick, Southern Cross Health Society CEO. “We understand that when it comes to health insurance, people can feel quite vulnerable and emotions come into play. People often need reassurance they are making the right choices for themselves and their families and we’ve designed Aimee with this in mind,” he added.

Southern Cross used UneeQ’s Intelligent Human Platform to design, build and deliver their digital experience, including brand-elements brought to life through personality, face, appearance and voice. Aimee’s voice was developed using a customised synthesised version of a human voice, which was recorded in a studio.

“We set out to create a digital human that was purposefully distinctive to Southern Cross. When it came down to what qualities resonated the most and what our people wanted, we landed on an appearance that we believe reflects New Zealand today,” Astwick added. “We have had anecdotal feedback that Aimee looks like someone they know and we believe that familiarity will help build trust.”