Medibank values your privacy. We will collect, use, share and otherwise handle the personal information you provide when you interact with us to answer your queries, provide our products and services, support our customer service operations, and improve our products, services and customer experience. For more information about how we handle your personal information, please refer to Medibank Group's Privacy Policy.
1. How we use AI in our customer interactions
We may use artificial intelligence (AI) in our customer interactions and operations to support our staff, improve our services and enhance customer experience. This notice explains how AI-enabled tools may be used in our customer interactions and how this may involve the handling of your personal information.
When you call or chat with us
When you contact us by phone, online chat or messaging channels, we may use AI-enabled tools to:
- generate conversation summaries;
- support quality assurance activities;
- undertake service improvement activities, including enhancing the accuracy and effectiveness of our customer service technologies; and
- analyse your interactions with us to understand customer experience, and to inform improvements to our products and services.
For calls only
We may also use AI-enabled tools to:
- transcribe calls.
For online chat and messaging only
We may also use AI-enabled tools to:
- assess and route your enquiry to relevant information sources based on the context you provide, or connect you with an agent where appropriate.
2. Surveys
At the end of the online chat, we may ask for your feedback about your experience with us. Participation is voluntary and your responses will be treated as confidential. Your feedback helps us monitor our service performance, identify improvement opportunities, and better understand customer experience. To support these activities, we may share survey responses with our service providers.
If you have any questions about how we handle your personal information, please contact us or refer to the Medibank Group Privacy Policy.