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Service excellence made scalable – for over 3.2 million customer issues. When you think about the future of customer service, terms like promptness, transparency and genuine customer proximity come to mind. For SIGNAL IDUNA, this is no longer a vision of the future, but reality: For two years now, the insurance companies has been relying on the BSI customer suite – thus embarking on the path to uniform, scalable and intelligent customer service.

Millions of people already rely on AI assistants through tools such as ChatGPT, Claude or Perplexity as powerful everyday helpers. According to Gartner, by 2028, nearly a fifth of all daily work decisions will be made autonomously – and their use is also growing rapidly in private everyday life.

The EU AI Act changes the framework conditions for the use of AI in the financial and insurance industries, unless specific rules are already in place. Transparency and traceability are becoming crucial requirements.

Artificial intelligence is reshaping the insurance industry. It increases efficiency, lowers costs, and produces favorable outcomes in process and service automation.

Data gaps often go unnoticed until they become a stumbling block in customer contact. Why excellent customer experience (CX) needs more than just good tools – and what requirements banks and insurance companies should really place on their data management.