Sunday, December 21, 2025
eGain Corporation, a recognized leader in AI-powered knowledge solutions for customer experience, has announced that Achmea has selected the eGain AI Knowledge Hub™ and AI Agent software as a core foundation for its ongoing digital transformation. This decision marks an important milestone in Achmea’s journey to become a fully Digital Insurer, with a strong focus on modernized knowledge management and enhanced customer engagement.
Headquartered in Zeist, Netherlands, Achmea operates across multiple European markets and stands among the region’s largest cooperative insurance and financial services organizations. As the parent company of well-known brands such as Centraal Beheer, Interpolis, and Zilveren Kruis, Achmea serves more than 10 million customers. Its broad portfolio includes health insurance, non-life property and casualty coverage, life insurance, pensions and retirement services, along with banking solutions such as mortgages and savings, and asset management offerings.
As customer expectations continue to evolve, Achmea has placed digital experience and self-service adoption at the center of its long-term strategy. To support this shift, the organization identified the need for a Knowledge-as-a-Service (KaaS) partner capable of delivering consistent, high-quality information across both assisted and digital channels. Achmea sought a solution that could modernize its knowledge infrastructure while enabling faster, more reliable responses for customers and employees alike.
The challenge was clear. Achmea needed to establish a future-ready knowledge ecosystem that could act as a single, trusted source of truth across all channels. At the same time, the solution had to scale with growing demand, accelerate digital self-service, and keep contact center agents highly productive. In addition, Achmea required seamless integration with its broader technology landscape, including CRM systems, agent desktops, AI models using LLM and RAG architectures, IVR platforms, and virtual assistants. Advanced analytics were also essential to measure performance, optimize customer outcomes, and support data-driven decision-making.
To meet these requirements, Achmea selected eGain’s comprehensive enterprise solution. The deployment will empower approximately 21,000 users across the organization, including 8,225 contact center professionals and 12,750 enterprise users. Each user will have access to an AI Agent license, underscoring Achmea’s commitment to providing unified, AI-driven knowledge access across both customer-facing and internal teams.
Furthermore, the solution will consolidate more than 26,000 documents into a centralized knowledge repository. By creating a single source of trusted and compliant information, Achmea can ensure accurate and consistent responses across its insurance, financial services, and banking operations. This centralized approach simplifies governance, strengthens compliance, and reduces operational complexity.
Through this enterprise-wide Knowledge and AI strategy, Achmea will unify its knowledge ecosystem and enable agentic AI experiences throughout contact centers and broader business functions. As a result, frontline agents, support staff, and enterprise teams will all benefit from consistent, contextual, and reliable answers. At the same time, streamlined authoring workflows and governance processes will improve efficiency and reduce duplication of effort.
Ultimately, the implementation will allow Achmea to deliver seamless customer experiences across every touchpoint. It will accelerate self-service adoption, improve agent effectiveness, and ensure that employees receive role-relevant insights exactly when they need them. This transformation positions Achmea to respond faster to customer needs while maintaining the cooperative, customer-centric values that define the organization.
“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. We are proud to partner with Achmea to support their digital transformation journey.”
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