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AOK Bayern, one of Germany's largest statutory health insurers, has deployed the NiCE CXone CX AI platform on the EU Sovereign Cloud to transform customer service for its 4.5 million members. As the first German public health insurer to migrate its contact center to the cloud, this move sets a new standard for secure, compliant digital transformation in the regulated healthcare sector.
AOK Bayern deploys NiCE's CXone CX AI platform on the EU Sovereign Cloud.
The move modernizes customer service for over 4.5 million health insurance members.
It is the first German public health insurer to migrate its contact center to the cloud.
The EU Sovereign Cloud ensures all customer data remains protected within the EU.
The platform unifies voice, chat, email, and co-browsing in a single cloud environment.
NiCE Cognigy's AI Phone Agent greets, routes calls, and transfers context to human agents.
This deployment represents a significant shift for the highly regulated German healthcare sector. By replacing legacy on-premises infrastructure with NiCE's cloud-native CX AI platform, AOK Bayern is enabling faster, more personalized service while adhering to strict EU data sovereignty and compliance requirements. The solution provides a scalable, future-ready foundation for continued innovation across 225 service sites.
The NiCE CXone platform unifies all customer interaction channels—voice, chat, email, and co-browsing—into a single analytics-driven environment. This empowers agents with tools for better collaboration and automation of routine tasks. Additionally, AOK Bayern utilizes NiCE Cognigy's AI Phone Agent, which intelligently greets callers, routes them to the correct department, and transfers relevant context, creating a seamless experience for both customers and support teams.
Built specifically for regulated European industries, the NiCE EU Sovereign Cloud ensures all customer data is protected and remains within the EU. This allows AOK Bayern to leverage embedded AI and analytics to understand customer needs, improve performance, and proactively enhance service quality without compromising on the rigorous data protection standards mandated for public health insurers.
The successful implementation demonstrates how large, regulated organizations can modernize customer engagement by combining secure, compliant cloud operations with intelligent automation to deliver superior service experiences.
About NiCE
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
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