AOK PLUS relies on Cognigy: AI Voice Agent strengthens digital customer service

AOK PLUS Selects Cognigy

Dallas | Düsseldorf, August 11, 2025 – AOK PLUS, one of the leading statutory health insurers in Germany, is enhancing its customer service with an AI-based Voice Agent from Cognigy. Just one month after launch, the new system has already successfully supported over 30,000 calls.

AOK PLUS aims to further optimize telephone accessibility for its more than three million insured members while also increasing the efficiency of internal processes. The new intelligent Voice Agent from Cognigy is a key component of the insurer’s digital service strategy.

The innovative speech recognition primarily supports frequently asked questions, on topics such as care benefits, sick pay, or inquiries about the electronic patient record (ePA). Up to 80% of incoming requests can already be automatically identified and routed directly to the responsible teams. Full automation of selected topics is currently being tested and will be gradually expanded.

“This project clearly shows how we can create real added value for our insured members through modern technology. The initial results encourage us to continue on this path and to steadily expand our digital offerings.”

Sebastian Reichenbach, Project Lead Customer Experience & Contact Center at AOK PLUS

A clear example of the successful use of this technology is the self-service for information on branch opening hours, which has been well received by customers. Additional services are already planned, for example, the automated ordering of a new electronic health card (eGK) via telephone.

“The collaboration with AOK PLUS clearly demonstrates the potential of our technology to sustainably improve service quality. We’re pleased to contribute to more customer-friendly and efficient processes in the health insurance sector.”

Philipp Heltewig, CEO & Co-Founder at Cognigy

With this implementation, AOK PLUS positions itself as a pioneer in digital customer service within the German health insurance sector, reinforcing its commitment to delivering modern and personalized service to its insured members.

Photo: The AOK Plus team behind the innovation proudly posing in their Cognigy swag, celebrating their achievements.