SDK is a respected German private health insurance provider based in Fellbach, Baden-Württemberg. With over 100 years of experience in the insurance sector, SDK offers a broad portfolio of health, life, and supplementary insurance products tailored to both private individuals and corporate clients. SDK benefits from strong regional ties and a trusted reputation across southern Germany and beyond. The company stands out for its commitment to personalized service, high-quality healthcare coverage, and customer-oriented innovation. In recent years, SDK has increasingly focused on digital transformation, aiming to modernize customer communication and streamline service experiences. The logical next step on this journey of transformation was to further digitalize the customer experience by defining, finding and implementing a custom AI brand voice.

For the creation of the perfect AI Brand Voice for SDK, we followed a four-step process:

The first step in the process was understanding what SDK’s brand should sound like. In close collaboration with SDK’s marketing and communication teams, we identified the emotional and tonal qualities that define the insurer’s voice—trustworthy, caring, clear, and approachable. The voice needed to reflect SDK’s long-standing values while also aligning with their forward-looking, digital-first ambitions. We translated these brand values into vocal attributes like tone, cadence, intonation, energy level, and vocal age—laying the foundation for a voice that would feel familiar and reassuring to callers.

With a clear voice profile in place, we conducted a targeted voice search from our extensive network of professional voice talents. After several rounds of internal testing and collaborative evaluation with the SDK team, we selected one female voice actor who matched the defined characteristics. Her voice struck the perfect balance between warmth and professionalism, and resonated well with SDK’s diverse customer base. This step was essential not only to ensure the right fit, but also to set the basis for the voice cloning process to follow.

Once the voice was selected, we moved into the recording and cloning phase. In professional studio environments, we recorded extensive voice datasets based on a custom script, capturing a wide range of speech patterns, emotional nuances, and phonetic variations. These recordings were then used to train advanced voice synthesis models. The result was a custom AI voice that faithfully reproduced the real actors' tone, expressiveness, and clarity—with studio-level quality. These synthetic voices are now indistinguishable from the originals and can be generated instantly from any text input.

To ensure maximum usability and autonomy, we developed a custom TTS web interface together with our partners from lizzen tailored to SDK’s internal workflow. The tool uses the SDK SSO user management allows SDK employees to enter and manage text, generate speech in the chosen AI voice, and export audio files for immediate use on their customer hotline. The system also supports versioning, playback previews, and multilingual scalability—providing a simple yet powerful solution for maintaining dynamic voice content across all customer service channels. Thanks to this tool, SDK can now react faster and more flexibly to changing communication needs without additional production overhead.

SDK’s AI Brand Voice is now an integral part of their customer hotline, ensuring a consistent and brand-aligned customer experience across all touchpoints. Employees can quickly create and update messages without the need for additional studio recordings, giving SDK complete control over their voice communication.
Additionally, SDK benefits from a hybrid approach, where the AI voices handle routine and frequently updated messages, while human recordings remain an option for special projects. This balance of efficiency and authenticity guarantees a professional yet approachable customer experience.