Dana: E2E Voice Automation at DA Direkt Qorus-NTT DATA Innovation in Insurance Awards 2026

DA Direkt  is introducing a GenAI -powered voice agent to enhance customer acceptance through more natural, human -like conversations while increasing efficiency by further automating the voice channel. The initiative aims to reduce the volume of calls handled by the service center and free up human agents to focus on complex, high -value customer interactions.  With the AI voice agent “Dana,” DA Direkt seeks to improve customer experience by reducing waiting times, enhancing intent recognition and authentication, and enabling end -to-end resolution of selected use cases directly within calls. In this use -case Dana autonomously handles customer calls triggered by the dispatch of motor insurance invoices. Beyond resolving inquiries, it actively improves customer retention by proposing optimized offers in real -time that customers can accept directly within the cal l — without involving human agents.  Dana also helps relieve service centers during peak periods, such as the motor renewal season, while leveraging existing automated processes that were previously not optimized for voice.  Although the use of voice agents is growing in Germany, DA Direkt differentiates itself by applying GenAI to handle customer requests end -to-end – still a clear competitive advantage in the insurance market. Inspired by high automation levels in industries such as telecommunications, DA Direkt delivered the solution through close cross -functional collaboration across business  respectively contact center , IT, legal, data  & business analytics , and executive stakeholders. Since October 2025, DA Direkt has been live with its first GenAI use case: an end -to-end motor service journey focused on customer retention. The voice agent supports customers with motor premium calculations, policy document dispatch information, premium reduction options and related inquiries.