Medibank eyes Gen AI rollout to support shortened work weeks

Medibank is looking to generative AI as a support mechanism that could help turn the idea of a four-day work week into reality.

Martech platforms lead Josh Pike told a CX Network event that the insurer is “committed to trialling and scaling the four-day work week, and we see generative AI as a key milestone to get us there."

“How do we introduce the four-day work week and scale it while remaining at the same productive?" Pike said. "If we can roll out generative AI across the business, I think that'd be a massive win for us”.

The insurer underwent a four-day work week trial last year with results showing “transformative potential”.

It has since expanded the trial and doubled the number of employees participating, following earlier results that employees are happier, healthier and more efficient.

Measuring AI success

Pike said that when seeking to track AI's impact on the consumer and employee experience, existing metrics could be utilised.

“I'd recommend using metrics you already have in place … whether that's improving net promoter score by using AI to reduce average handling time in the contact centre, or improving conversion rates.

“They're fairly easy to measure, especially where the application of AI is serving a particular purpose well."

Pike said that AI investments were being made more cost-effective via "introductory offers that vendors are offering to drive up adoption.”

He advised organisations “trying to convince CFOs or the people making those budget decisions” to sign off on AI to “focus on practical use cases and specific benefits”.

“The long-term benefits are worth it, especially getting in early and figuring out what works for you and what doesn't work for you as well," Pike said.