Source proof for SIGNAL IDUNA Builds a Gemini-Powered Knowledge Assistant for Customer Service Agents

…GNAL IDUNA. SIGNAL IDUNA, in collaboration with Google Cloud, BCG and Deloitte, has developed an AI knowledge assistant that empowers service agents to quickly and accurately resolve complex customer inquiries. This innovative solution uses Google Cloud AI, including Google’s multimodal G…

…ed generative AI architecture using Google Cloud’s AI platform, Vertex AI , and utilized Gemini 1.5 Pro’s long-context capabilities to develop an AI knowledge assistant that can provide quick and accurate access…

…-consuming process. The experiment showed that using the AI knowledge assistant reduced the core processing time (information search and response formulation) by approximately 30% and increased the quality of the response based on expert evaluations. The time…

…customer question. With support from the AI knowledge assistant, SIGNAL IDUNA’s case closure rate increased by approximately 24 percentage points, rising from 73% to almost 98%. Scaling for the Future “Together with Google, we at SIGNAL IDUNA have successf…

…iries, particularly those about health insurance. The AI knowledge assistant is grounded in more than 2,000 internal documents for more than 600 different tariffs, allowing agents to ask questions in natural language and receive accurate answ…

…yees retire. Recognizing the growing need for immediate and accurate responses, SIGNAL IDUNA, a leading German full-service insurer, particularly prominent in health insurance, introduced a cutting-edge AI knowl…

…yees retire. Recognizing the growing need for immediate and accurate responses, SIGNAL IDUNA, a leading German full-service insurer, particularly prominent in health insurance, introduced a cutting-edge AI knowl…

…ecognizing the growing need for immediate and accurate responses, SIGNAL IDUNA, a leading German full-service insurer, particularly prominent in health insurance, introduced a cutting-edge AI knowledge assistant , powered by Google Cloud gen…

…tariff information, guidelines, and standard operating procedures. As a result, 27% of inquiries required further escalation to other departments or specialists, resulting in delayed resolutions, increased costs, and potential damage to rep…

…nd analyze the information later effectively. For storing the vectorized texts, Google Cloud SQL for PostgreSQL is used with the pgvector PostgreSQL extension, which provides a highly effective vector database solution for our needs. By s…

…ieve relevant documents and generate the final answer. For the rewritten query, the system uses Gemini Pro 1.5 to correct spelling errors in the original question. Additionally, the query is expanded by adding synonyms for predefined terms an…

…asynchronous APIs to help stream data and handle multiple requests. Currently, the system has achieved an average response time of approximately 6 seconds, and SIGNAL IDUNA is experimenting with newer faster models to reduce this time…

…customer question. With support from the AI knowledge assistant, SIGNAL IDUNA’s case closure rate increased by approximately 24 percentage points, rising from 73% to almost 98%. Scaling for the Future “Together with Google, we at SIGNAL IDUNA have successf…

…ral terms and conditions. SIGNAL IDUNA utilizes a hybrid approach that combines Layout Parser in Google Cloud Document AI and PDFPlumber to parse these PDFs and extract the text content. While the Layout Parser is responsible for extrac…

…ominent in health insurance, introduced a cutting-edge AI knowledge assistant , powered by Google Cloud generative AI. “We’ve pioneered to unlock the power of human-AI collaboration: To redefine pr…

…d Deloitte, SIGNAL IDUNA built a sophisticated generative AI architecture using Google Cloud’s AI platform, Vertex AI , and utilized Gemini 1.5 Pro’s long-context capabilities to develop an AI know…

…SIGNAL IDUNA to visualize performance trends and gain actionable insights using dashboards with Looker on Google Cloud . Here’s a closer look at how Looker helps evaluate the AI knowledge assistant:…

…solution uses Google Cloud AI, including Google’s multimodal Gemini models , to help agents find relevant documents and provide comprehensive answers 30% faster — ultimately, enhancing customer satisfaction. $300 in free credit to try Googl…

…nded in more than 2,000 internal documents for more than 600 different tariffs, allowing agents to ask questions in natural language and receive accurate answers, significantly reducing the time spent searching for relevant information. A de…