Success Cases
R+V Versicherung: KI-Assistent Emmie im Einsatz
With Agentic AI 'Emmie' on LoyJoy, R+V sets new standards in customer centricity, combining automation with personal advice.
Award
German Brand Award 2026
Best of Best: Best AI Project of the Year.
Business Goals
R+V Insurance is one of Germany’s largest insurers and lives by the brand promise “You are not alone”. To honor that promise in the digital customer dialogue as well, the traditional insurer relies on the LoyJoy platform.
For this joint project, R+V and LoyJoy were honored at the German Brand Award 2026 in the category “Best AI Project of the Year” with the highest distinction “Best of Best”, which is awarded to only one project per category.
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 is not a single chatbot, but a network of AI agents that connects information from different areas in the background and communicates it in real time from one place. Customers have a single conversation and receive a consistent answer, across lines of business and topics.
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.
By the numbers: Emmie handles more than 35,000 dialogues per month, with the trend rising, and around 50 % of them happen outside service hours. Processes such as ordering the digital insurance card (previously a manual effort) and calculating the pension gap are already live in the chat. Many further use cases are being implemented.
Voice from R+V
This clearly sets us apart from the competition and positively differentiates us as a brand. With Emmie, we aim for greater customer proximity, higher quality and clear differentiation in the market. At the same time, we provide relief for our sales force and service teams.
Jens Hasselbächer, Member of the Board, Customers and Sales, R+V Versicherung