Emmie: Wie die Marke zur Dialog-Plattform wird
Gold
Excellence in Brand Strategy and Creation
Brand Digitalization
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
In the insurance market, digital touchpoints have long been separated by responsibilities rather than by customer needs. R+V reorganises this logic with "Emmie" ("Emmie: How the brand becomes a dialogue platform"): the brand appears as a continuous dialogue platform that brings together different topics, services and processes within one consistent mode of address. Particularly relevant is the implementation at the actual customer interface: agentic AI, generative language and clear governance have been combined in a way that turns technical complexity into a robust brand interaction.
