Emmie AI customer assistant (R+V Versicherung)
Award-winningby R+V Versicherung · Primary insurer
Market unit: DE
R+V Versicherung, one of Germany's largest insurers and part of the cooperative Volksbanken Raiffeisenbanken financial group, runs Emmie, a customer-facing AI chat assistant built on the LoyJoy platform. Emmie is available around the clock for all R+V lines and draws on a network of AI agents that use knowledge from across the company. It gives immediate tips after water damage and routes to the claims form, explains terms such as the motor deductible, starts digital insurance-card orders and calculates pension gaps in the chat. Since October 2026, customers can switch to a live chat with R+V advisers without repeating themselves. LoyJoy reports more than 35,000 dialogues per month, about half outside service hours (vendor-reported). Emmie won the German Brand Award 2026 (Best AI Project of the Year).
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Business context
- Value chain steps
- Customer serviceClaims management
- Insurance branches
- Property insuranceMotor vehicle insuranceIndividual life insurance
- Application scope
- Customer-facing
- Country or market unit
- DE
Value and impact
- Added value category
- Customer experience improvementEfficiency gain
Technical details
- AI category
- Conversational 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
- Original source
- https://loyjoy.com/en/cases/ruv_ai_assistant_emmie/
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