GermanyFinance and insurance2025 – ongoingSignal Iduna
Knowledge assistant for health-insurance service agents
Signal Iduna's case closure rate rose from 73% to almost 98% in an assistant experiment, Google Cloud reported
Problem
Service agents searched internal insurance documents manually. Complex enquiries frequently required escalation to specialists.
Approach
Signal Iduna developed a knowledge assistant with Google Cloud, BCG and Deloitte. It used Gemini on Vertex AI to generate answers from retrieved insurance documents. An experiment involving 20 employees compared work with and without the assistant.
Results
Takeaway
The reported gains concerned information searches and response preparation. They did not establish an equivalent reduction in total service costs.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Google Cloud described an insurance-document assistant used in a core service process. It reported higher case closure and shorter core processing time in an employee experiment.
Full details are in the original sources.
