Case Study: BarmeniaGothaer reduces switchboard workload by 90% with Parloa’s Mina AI agent

How BarmeniaGothaer’s ‘Mina’ AI agent adds empathy and precision

BarmeniaGothaer Insurance, a company that prioritizes outstanding customer service, faced a challenge in efficiently routing a high volume of calls to over 50 possible destinations at its Wuppertal office. This process created significant strain on its switchboard, leading to customer delays and an impersonal experience. To address this, they partnered with Parloa.

Using Parloa's GenAI technology and AI Agent Management Platform (AMP), they implemented an AI agent named Mina. Mina handles call routing by engaging customers in natural, empathetic conversations, understanding their intent to direct them precisely. This solution from Parloa reduced the switchboard workload by 90% and, in an internal survey, 60% of customers reported that their experience with Mina improved their perception of the company.

BarmeniaGothaer

Paul Herbertz

Product Manager