Outstanding customer service has always been a cornerstone of BarmeniaGothaer Insurance’s identity. In today’s fast-changing landscape, delivering on that promise requires innovation and adaptability. With Parloa’s GenAI technology, the company has embraced a new approach to service—one that blends cutting-edge efficiency with human-like empathy.
At the WAVE 2024 conference, Paul Herbertz, Product Manager for Communication Infrastructure at BarmeniaGothaer’s Wuppertal office, introduced their new AI Agent, Mina. He explained that Mina represents a new era of customer service, one in which technology not only automates processes but also meaningfully enhances customer experience.
The Challenge: Smarter Call Routing for a Better Customer Experience
For BarmeniaGothaer, getting customers to the right place quickly and seamlessly was a priority. At their Wuppertal location, this meant routing calls to over 50 possible destinations, which placed significant strain on the switchboard. Customers often faced delays, and the process didn’t always feel as smooth or personal as they wanted it to.
The solution had to do more than just streamline operations. It was determined to maintain a sense of connection, ensuring that customers felt heard, understood, and cared for.
The Solution: Mina, the AI Agent
Mina’s setup began with a clear plan: What role would she play? How would she communicate with customers? What values should she convey?
With the support of Parloa’s AI Agent Management Platform (AMP), BarmeniaGothaer brought Mina to life. Designed to embody the company’s values, Mina was named after a local sculpture in Wuppertal, symbolizing her connection to the community.
Mina took on the complex task of call routing, ensuring that every customer was directed to the right department with precision and speed. Her impact was immediate: she reduced the workload on the switchboard in Wuppertal by 90%, freeing up human agents to focus on more complex inquiries.
What makes Mina exceptional is her ability to communicate with empathy. Instead of relying on traditional IVR menus, she engages customers in natural, human-like conversations. She asks the right questions and understands the intent behind them, ensuring every interaction feels personal and solution-oriented.
Mina in Action
Mina represents a great leap forward in customer service technology – but her role goes beyond the theoretical. Her value is proven every day in her interactions with customers.
Take the following examples:
- Forgotten activation code: A customer called about an issue with an activation code. Mina understood the request, asked specific questions, and responded professionally and with understanding.
- Canceling cat insurance: In an unusual case, a customer wanted to cancel their cat insurance. A minor transcription error interpreted “cat” as “card,” but Mina picked up on the context. With clear and friendly follow-up questions, she resolved the misunderstanding.
These examples show not only how Mina works efficiently but also how she is able to come across as human. She asks the right questions, responds appropriately to uncertainties, and remains polite and attentive throughout.
Empathy Meets Efficiency
This makes Mina is more than just a bot — but an agent who is strengthening relationships with BarmeniaGothaer Insurance’s customers. In fact, a recent internal survey revealed that 60% of customers felt their experience with Mina improved their perception of the company. That’s a huge achievement in an industry where automated solutions often feel impersonal or frustrating, and where trust is foundational to success.
Mina’s own success is rooted in her ability to balance precision with empathy. While she handles complex routing seamlessly, she also brings a human-like quality to every interaction, making customers feel valued and heard.
Looking Ahead: The Future of AI-Driven Customer Service
Of course, Mina’s work is just beginning. As she continues to support the Wuppertal office, BarmeniaGothaer is looking to expand her capabilities. Future plans include:
- Enhancing her ability to handle more complex customer inquiries.
- Exploring new use cases that extend beyond call routing, such as post-call follow-ups or email summaries of conversations.
- Refining her voice and dialogue to make interactions feel even more intuitive and natural.
The partnership between BarmeniaGothaer and Parloa demonstrates how generative AI can be used strategically — not just to improve efficiency but to reimagine what customer service can be. Mina’s success is a testament to what happens when technology and empathy come together to create meaningful change.
Discover how Parloa can help transform your customer service. Let’s start the conversation.