Achmea chooses eGain to unify knowledge and push its Digital Insurer strategy
Achmea has selected eGain's AI Knowledge Hub and AI Agent to modernize knowledge management across the enterprise. The goal is straightforward: one trusted source of answers across every channel, for both customers and employees, at scale.
For managers, this move is a signal. Centralized, governed knowledge paired with AI is no longer a nice-to-have-it's the backbone for consistent service, operational efficiency, and measurable self-service growth.
What Achmea is solving
Achmea is standardizing knowledge so agents, digital assistants, and self-service channels give the same, compliant answer every time. The company is also aligning knowledge with its broader tech stack-CRM, agent desktops, IVR, LLM/RAG, and virtual assistants-so information flows where work happens.
Analytics will sit at the center. Leaders will be able to track usage, outcomes, and performance to continuously improve content and processes.
Scope and scale
- 21,000 total users with AI Agent licenses
- 8,225 Contact Center Users and 12,750 Enterprise Users
- 26,000+ documents unified into a single knowledge base
This is an enterprise play, not a pilot. Customer-facing and internal teams will draw from the same source of truth, which reduces rework and speeds resolution.
Why it matters for management
- Consistency: One answer across channels reduces escalations, re-contact, and compliance risk.
- Speed to value: Integrated workflows and guided answers reduce handle time and training curves.
- Scalability: Knowledge serves both human agents and AI systems without maintaining parallel content sets.
- Governance: Clear ownership, approvals, and versioning keep knowledge accurate and audit-ready.
How the solution fits
eGain will unify knowledge creation, curation, and delivery, then distribute it into contact centers and enterprise functions. Agentic AI experiences will guide users to contextual, role-relevant answers, improving consistency and throughput.
The integration approach respects Achmea's existing ecosystem. Knowledge will connect with CRM, IVR, and conversational AI while maintaining compliance and operational oversight.
Expected outcomes
- Higher self-service adoption: Clear, findable content that customers can trust.
- Agent efficiency: Faster answers, fewer knowledge silos, simpler onboarding.
- Better decisions: Analytics to identify content gaps, process friction, and training needs.
- Risk reduction: Governed, version-controlled content that supports regulatory requirements.
What leaders should do next
- Set ownership: Define who creates, reviews, and retires content. Make it a routine, not a rescue mission.
- Start with high-volume journeys: Stabilize top inbound intents and common break points first.
- Align KPIs: Track containment, first contact resolution, handle time, deflection, and quality assurance scores.
- Prep data and integrations: Ensure CRM, call reasons, and channel metadata flow into analytics for closed-loop improvements.
- Enable the frontline: Provide short, scenario-based training and in-flow guidance. Avoid classroom overload.
What they said
"Our customers expect personalized, efficient service across every channel, and we are committed to delivering that experience as part of our Digital Insurer transformation," said Erwin Kersten, Achmea IT Director. "eGain's AI-powered solutions provide the unified knowledge foundation we need to empower our 21,000 users with trusted, contextual answers while maintaining the customer-centric approach that has defined Achmea for generations."
"Knowledge is the foundation of successful AI implementations and exceptional customer experience," said Ashu Roy, eGain CEO. "Achmea's vision to become a Digital Insurer requires enterprise-wide access to trusted, governed knowledge that can power both human agents and AI systems. Our unified AI Knowledge Hub with AI Agent delivers exactly what they need-a single source of truth that improves both employee productivity and customer experience."
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