Emmie: Wie die Marke zur Dialog-Plattform wird
Best of Best
Excellence in Brand Strategy and Creation
Best AI Project of the Year
Credits
Company / Customer
Details
We’ve given our brand a job: her name is Emmie. And she is revolutionising how we, as a cooperative group, speak with our customers. Until yesterday, they experienced our silos in every interaction: sales, life, P&C, operations. With Emmie, this turns into one single, seamless dialogue. Emmie is our agentic AI chatbot, with which we are doing true pioneering work in customer experience in the German insurance market – exactly where many still don’t dare to use AI: in direct interaction with customers. The time is right: in the age of AI, our brand is taking on a bold new job – far beyond R+V itself.
The Jury‘s Statement
R+V Versicherung is a cooperative insurer in Germany. With "Emmie", the brand moves AI from experimentation into real customer dialogue and makes its service promise directly tangible at the interface. Strategically, the decisive factor is the concept of a dialogue platform rather than separate service paths: internal lines of business and processes recede into the background, while users are given a coherent point of access. In design terms, this access is given a recognisable voice that provides orientation and creates digital closeness without oversimplification. In implementation, the project combines agentic AI, system integration and robust governance under regulatory conditions. It is precisely this combination of brand management, service architecture and productive deployment that gives the project particular weight in its context.
