---
title: "HUKKI"
description: "HUKKI (HUK-Coburg, 2024/25): An AI assistant answers insurance queries and hands over to staff with full context"
url: "https://www.sugar-network.org/en/projects/hukki-2024-25/"
lang: "en"
---

# HUKKI

**An AI assistant answers insurance queries and hands over to staff with full context**

_The Key to Solving Your Concern_

- **Corporate partner:** [HUK-Coburg](https://www.sugar-network.org/en/network/partners/huk-coburg/) (https://www.huk.de/)
- **Cohort:** [2024/25](https://www.sugar-network.org/en/projects/cohort/2024-25/)
- **Theme:** [Finance & insurance](https://www.sugar-network.org/en/projects/themes/finance-insurance/)
- **Type:** Digital service
- **Universities:** [Karlsruhe Institute of Technology](https://www.sugar-network.org/en/network/universities/kit/), [Hasso Plattner Institute](https://www.sugar-network.org/en/network/universities/hpi/)
- **Team:** 7 master students
- **Disciplines:** Computer Science, Cybersecurity, Digital Health, Industrial Engineering, Information Systems

## Challenge

Insurance customers expect clear, quick and personal help, especially in complex or sensitive situations. HUK-Coburg needed to combine digital technology with personal consultation and still keep its service cost-efficient.

## What they built

An AI-powered first point of contact that replaces phone menus and email waits. It explains procedures and terms step by step, helps customers solve issues on their own and routes them to the right channel. Human handovers keep the full context.

## Impact

Customers would get support around the clock without repeating themselves. Service teams handle fewer routine requests and can focus on complex or high-priority cases.

## Full project text

HUKKI is an AI-powered digital customer assistant, providing round-the-clock support. It delivers fast, clear, and personalized help, simplifies complex insurance processes, directs users toward the most effective solutions, and ensures smooth, efficient communication across all channels—making insurance easier and more accessible for everyone.

### Challenge

As the world becomes increasingly digital and connected, customers expect seamless, transparent, and efficient interactions with their insurers, especially in complex or sensitive situations. Providing a clear, trustworthy, and personalized experience is essential for fostering long-term satisfaction, loyalty, and overall success for insurance providers. The key challenge lies in effectively combining advanced digital technologies with personal consultation to meet diverse customer needs while maintaining cost-efficiency. Insurers who make strategic choices today will not only meet current demands but also shape the future of communication in the insurance industry.

### Solution

HUKKI offers an intelligent first point of contact that redefines how customers engage with HUK-COBURG. Instead of navigating complex phone systems or waiting for emails, customers instantly access a personalized AI-powered assistant that understands their needs and guides them to efficient solutions. HUKKI goes beyond basic chatbot functions, acting as both a problem solver and smart routing system. Customers are enabled to resolve their issues independently with HUKKI’s support. When human assistance is needed, HUKKI ensures seamless handovers, maintaining full context and eliminating the need to repeat information across channels.

### Impact

HUKKI offers around-the-clock support, reducing wait times and removing barriers caused by limited service hours. By providing personalized, step-by-step support to clarify complex insurance procedures and terminology, it makes insurance easier to understand for all customers, regardless of prior knowledge. HUKKI enables seamless communication by preserving context and intelligently directing users to the appropriate channels, avoiding dead ends and repetitive steps. By helping customers resolve many of their concerns independently, HUKKI not only improves the overall user experience but also reduces the workload on traditional communication channels, allowing service teams to focus on more complex or high-priority cases.

## Who built it.

- Patrick Bigge, M.Sc. Information Systems (Karlsruhe Institute of Technology)
- Anna-Maria Becker, M.Sc. Industrial Engineering and Management (Karlsruhe Institute of Technology)
- Jens Eberhardt, M.Sc. Computer Science (Karlsruhe Institute of Technology)
- Michelle Kogler, M.Sc. Industrial Engineering and Management (Karlsruhe Institute of Technology)
- Jacob Schäfer, M.Sc. Computer Science (Hasso Plattner Institute)
- Gayathri Pichai, M.Sc. Digital Health (Hasso Plattner Institute)
- Niklas van Dornick, M.Sc. Cybersecurity (Hasso Plattner Institute)

## Sources

Summarised by the SUGAR editorial team from the team’s project page.

Open the 2024/25 booklet: https://drive.google.com/file/d/1xTUQoA8DWtrKZirgI_On_TPranx_BzUi/view?usp=sharing