BarmeniaGothaer is one of Germany’s top 10 insurance providers, serving around 8 million private and business customers with a workforce of 7,500 employees across locations including Cologne and Wuppertal. Facing high customer service workloads and long waiting times, the insurer implemented an AI-powered voicebot integrated with Genesys Cloud. The solution now correctly routes 89 percent of customer enquiries on the first attempt, significantly improving efficiency and reducing processing delays. As a result, customer satisfaction has risen noticeably, with Net Promoter Scores increasing since implementation, supporting a more responsive, customer-focused service experience.

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