Mina AI voice agent for call routing (BarmeniaGothaer)
by BarmeniaGothaer (Germany) · Primary insurer
Market unit: DE
BarmeniaGothaer, the German insurance group formed by Barmenia and Gothaer, uses "Mina", an AI voice agent from Parloa, to route incoming calls at its Wuppertal site to more than 50 possible destinations. Mina was among the first agents on Parloa's AI Agent Management Platform and replaced an earlier rule-based Parloa bot; it runs on the Genesys Cloud contact-centre platform implemented by Damovo. According to CIO (May 2026), about 6,000 calls a day reach the contact centre, around 89% are now routed directly to the right contact and the bot takes more than 1,000 calls a day off the switchboard, which previously had to forward over 1,500 calls a day manually. Parloa (June 2025, vendor-reported) cites 90% relief of the Wuppertal switchboard.
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AI capability and maturity
AI capability level
Business context
- Value chain steps
- Customer service
- Insurance branches
- Supplementary health insuranceIndividual life insuranceProperty insurance
- Application scope
- Customer-facing
- Country or market unit
- DE
Value and impact
- Added value category
- Efficiency gainCustomer experience improvement
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
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