The AOK health insurance provider is optimizing its service to policyholders through the use of AI agents on a unified platform. Each year, more than five million interactions are handled efficiently by combining AI-assisted self-service with the expertise of 2,400 employees. The solution delivers high response rates and ensures data sovereignty in a secure cloud environment. This makes it possible to provide personalized and reliable service experiences without compromising security or data protection.
The AOK PLUS health insurance provider continues to expand its services to policyholders through AI and, as part of this effort, is consolidating AI agents from NiCE Cognigy and CXone onto a single platform. The health insurance provider handles more than five million contacts with its policyholders each year, combining AI-assisted self-service, intelligent orchestration, workflows, and the expertise of its employees. AOK PLUS is among the first companies to integrate AI agents and member services onto NiCE’s unified CX-AI platform. AOK PLUS launched its AI transformation with NiCE Cognigy in 2025 and implemented an AI-powered voice self-service system. This system identifies policyholders’ requests and routes them to the appropriate teams. Thanks to CXone, AOK PLUS is now extending this intelligent management to its entire customer service operations. The platform combines AI-powered interactions with 2,400 employees and 120 skill sets, enabling requests to be intelligently routed based on employees’ expertise. Together, NiCE Cognigy and CXone create a unified foundation for managing both automated and agent-assisted service, from the initial contact through to the resolution of a request. This approach is already widely implemented. Thanks to CXone, AOK PLUS handles more than 5 million contacts with its policyholders each year and achieves a call response rate of over 95%. In addition, the health insurance provider migrated more than 1,400 phone numbers without any downtime. NiCE implemented the solution in collaboration with its long-standing Platinum partner, CCT Solutions. Trust and data sovereignty are at the heart of AOK PLUS’s approach. This health insurance fund is among the first public health insurers in Germany to have moved its member services to the cloud. It is also the first health insurance fund in Saxony and Thuringia to use AI-based voice automation in a sovereign cloud environment. CXone operates in NiCE’s sovereign European cloud and provides the security, governance, and data sovereignty necessary to deploy AI at scale while complying with the strict requirements of German and European healthcare regulations.
“ “Our members benefit from faster, more personalized support without having to compromise on the security and trust they expect from us,”
says Sebastian Reichenbach, Project Manager for Customer Experience and Contact Center at AOK PLUS. “This is exactly what happens when AI agents and our 2,400 employees work on the same platform. Whether a human or an AI responds, our policyholders enjoy seamless service.” “AOK PLUS transforms millions of interactions with its policyholders into personalized and reliable service experiences at scale. This is precisely where the decisive added value lies when AI agents and policyholder service come together on a single platform,” says Darren Rushworth, president of NiCE International. “All of this is possible without compromising on the security and data sovereignty that policyholders expect.”
