Württembergische Versicherung, a German insurer with 4.2 million insured customers, founded in 1828 and headquartered in Kornwestheim near Stuttgart, has cut phone wait times on its general customer hotline by one third by deploying Parloa's AI Agent to take calls in natural language and route them to the right specialist, with the agent scoring 3.8 out of 5 on customer satisfaction.
"Das Serviceerlebnis fing mit Warten an. Dies wollten wir ändern, durch Parloas KI-Technologie und deren Expertise in der strategischen Anwendung von KI im Kundenservice – immer mit dem Menschen im Mittelpunkt," said Oliver Kleine, Head of Customer and Intermediary Service at Württembergische Versicherung (translation: the service experience used to begin with waiting, and the company wanted to change that through Parloa's AI technology and its expertise in the strategic application of AI in customer service — always with the human at the centre).
Württembergische Versicherung is part of the W&W Group and serves roughly 4.2 million insured customers including 440,000 corporate clients. The general customer hotline alone receives around 300,000 incoming calls per year; about a quarter of these calls previously had to be routed to the right contact person, leaving the call unresolved at first contact and tying up personnel resources while extending wait times.
The deployment moved from kick-off to go-live in just four months through agile collaboration between Württembergische and Parloa. A standout capability was the no-code system configuration, allowing the business to configure and continuously optimise the AI agent purely through prompting, without IT support. Models already proven in the proof of concept were carried directly into production, which saved time and enabled the rapid go-live.
The AI agent is built on Parloa's AI Agent Management Platform (AMP) and now sits as part of a hybrid service team alongside human advisors. It answers every call on the general customer hotline in natural language, classifies it precisely, and routes it to the right contact based on skill-based routing. Personal consultation continues to be delivered by Württembergische's own specialists.
Operational outcomes include wait times reduced by approximately one third, an agent satisfaction score of 3.8 out of 5, and freed capacity for the human service team to focus on personal consultation. Württembergische is now evaluating how to extend the AI agent into self-service scenarios — for example, handling inquiries on insurance contracts and damage reports — as the next step in the hybrid team rollout.