Success Cases
R+V Insurance AI Assistant Emmie
With Agentic AI 'Emmie' on LoyJoy, R+V sets new standards in customer centricity, combining automation with personal advice.
Business Goals
R+V Insurance is one of Germany’s largest insurers and pursues a clear strategy of customer centricity. To address customers online faster, more directly and in a more understandable way, the traditional insurer relies on the LoyJoy platform.
The goal was to create a digital AI assistant that is far more than a simple FAQ bot: “Emmie”.
Today, customers expect smart self-service around the clock, without long waiting times or incomprehensible jargon. Emmie aims to address exactly this: She answers questions in seconds, explains complex insurance jargon simply and brings together knowledge from across R+V. In doing so, she strictly adheres to brand guidelines to ensure a consistent and trustworthy user experience.
Results
With the use of Agentic AI, R+V sets new standards. Emmie significantly improves customer satisfaction through immediate availability and high answer quality.
The decisive advantage lies in the intelligent division of labor:
- For the customer: Immediate help with routine inquiries and understandable explanations of complex issues.
- For the team: Emmie does not replace personal advice, but creates space for it. By taking over standard inquiries, employees gain time for what counts: listening, understanding and individual advice on complex matters.
In this way, AI serves as an enabler for true customer centricity. At the same time, lead generation is promoted through direct integration into the customer journey. From 2026, it is also planned that Emmie will be able to securely process personal matters.
At launch, Emmie supports customers and prospects in areas including pet insurance. The further rollout to other lines of business is currently in full implementation.