InsurLab-Anthology
Many companies want to use AI agents in customer service, but get no further than traditional, rigid FAQ bots. Things get really exciting when AI systems operate autonomously and generate a measurable business impact.
The new anthology from InsurLab Germany: “Scaling AI: From Pilot to Performance along the Insurance Value Chain” offers precisely this practical perspective. We are delighted that LoyJoy is featured in this publication with its own Deep Dive (Article No. 17)! Together with R+V Versicherung, we demonstrate in a case study how modern AI agents execute complete service and sales processes end-to-end and securely.
The Evolution: From Click Path to Agentic AI
Today’s customers expect immediate answers and constant availability. Rigid chatbots quickly reached their limits in this regard. Together with R+V, we have further developed the AI assistant “Emmie” into an action-oriented Agentic AI. Since the upgrade in December 2025, Emmie no longer merely generates text; she now has a concrete action plan, independently selects internal tools and carries out complex processes in the background. In doing so, she acts as an empathetic brand ambassador, translating complicated industry jargon into warm, understandable language.
Its true strength lies in so-called multi-step workflows, in which Emmie guides users seamlessly through complex processes:
- Pension planning: It calculates individual pension gaps and suggests suitable pension solutions.
- Digital insurance card: Customers can apply for their card directly via the chat and load it into their smartphone wallet.
- Comprehensive advice: In situations such as building a house, the AI assesses the situation, calculates premiums and, if necessary, books advisory appointments directly.
Measurable success at a glance
The fact that this transformation has been enthusiastically embraced by customers is underpinned by real-world results since the go-live in summer 2025:
- 17-fold increase in usage: Daily interactions have surged rapidly from around 100 enquiries to a stable four-figure level.
- Available round the clock: Over 50% of enquiries resolved by Emmie take place entirely outside traditional service hours.
- Higher conversion rate: Depending on the insurance product, the chatbot is already contributing to up to 10% of all online sales.
- Ideal fit for the target audience: The chat interaction strikes exactly the right chord with the habits of digitally savvy generations.
The principle of hybrid intelligence
A key quality feature: the AI does not replace the service teams, but rather relieves them of routine tasks. If an issue becomes too complex or sensitive, the Human Take-Over principle kicks in: Emmie seamlessly hands the case over to human experts. As the chat history to date is fully documented, customers do not have to repeat their enquiry, and the service teams gain valuable capacity for those cases where human expertise and empathy make all the difference.
Conclusion: Up and running in just a few weeks
This case study demonstrates just how quickly the transition to practical implementation can be achieved: it took just two months from the official go-ahead to the launch of the first operational chatbot. And the journey continues. Next on the agenda is expansion to the secure customer portal ‘Meine R+V’ and integration into the R+V Health app.
A big thank you to the team at InsurLab Germany for this initiative and to the R+V team for the excellent collaboration as equals!
📥 Download the full anthology for free: Would you like to delve deeper into our case study and the other articles on AI scaling? Click here to download it from InsurLab Germany.
— by Laura Knittel