COSI knowledge assistant (SIGNAL IDUNA)
by SIGNAL IDUNA Gruppe
Market unit: DE
COSI is a knowledge assistant of SIGNAL IDUNA that supports sales and back-office staff. According to board member Johannes Rath at a GDV event, 96% of employees use it, about 70% weekly, and the forwarding rate in customer service fell from 27% to 3%. SIGNAL IDUNA also uses AI to route customer requests in its app, where the misrouting rate fell from about 50% to under 8% within two weeks.
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AI capability and maturity
AI capability level
Business context
- Value chain steps
- Marketing and distributionCustomer service
- Insurance branches
- Individual life insuranceSupplementary health insuranceProperty insurance
- Application scope
- Internal only
- Country or market unit
- DE
Value and impact
- Added value category
- Customer experience improvementEfficiency gain
- Quality gain
Customer-service forwarding rate down from 27% to 3%
Technical details
- AI category
- Generative AINatural language processing
Compliance and governance
- EU AI Act risk category
- Limited risk
- EU AI Act role
- Deployer
- Relevant policies
- EU Artificial Intelligence ActGeneral Data Protection Regulation
Metadata
- Development type
- Scaled application
Community
Average rating
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