Case Study: Barmer GEK achieves 80% automated query resolution and faster customer service with Genesys Engage

BARMER builds a user-friendly digital front door

BARMER, one of Germany’s largest health insurers with over 9 million customers, faced the challenge of handling over a million calls a month while maintaining personalized, free service nationwide. The insurer needed to automate routine queries, reduce wait and handling times, and free agents to focus on complex, human-centered interactions without sacrificing customer satisfaction.

Partnering with Genesys and atip, BARMER implemented an AI-driven IVR with a carefully tested assistant persona, advanced speech recognition and a rich dictionary of colloquial terms to identify and route callers from the first words. The solution quickly increased correct call categorization from an initial 60% to over 80%, resolved roughly 80% of queries via self-service, shaved 10 seconds off average handling time, filtered thousands of daily calls, reduced wait times, and boosted both customer and employee satisfaction.

Barmer GEK

Jörg Kaiser

Head of Call Centers