AOK PLUS implements AI agents for five million annual customer contacts

German health insurer AOK PLUS is expanding its AI-supported customer service, processing more than five million insured person contacts annually through an AI platform. The system integrates approximately 2,400 employees and 120 different competency profiles, allowing inquiries to be automatically recognized and routed to the appropriate teams.

Following the 2025 introduction of an AI-driven voice self-service via NiCE Cognigy, the company has merged NiCE Cognigy AI agents with the NiCE CXone contact center solution onto a single platform. AOK PLUS reports a call answer rate of over 95 percent and successfully migrated more than 1,400 telephone numbers to the new system without downtime.

The platform operates within the NiCE EU Sovereign Cloud, emphasizing data protection and sovereignty. AOK PLUS is among the first statutory health insurers in Germany to migrate its customer service to the cloud and is the first in Saxony and Thuringia to utilize AI-based voice automation in a sovereign cloud environment.