Automated servicing for an insurance brokerage
Clients get immediate attention at any hour, and advisors receive requests already structured.
Sector: financial services / insurance
A brokerage handling auto, major medical, life and investment advisory policies.
The problem
Every insurance line needs different information. Auto insurance needs vehicle data; major medical needs history and ages; investment advisory needs profile and goals. All of it arrived mixed across channels, at any hour, with the same person answering basic questions over and over.
The result: prospects waiting for a reply, incomplete information forcing a second contact, and advisors spending their time capturing data instead of advising.
How we solved it
We implemented AI agents with dynamic flows: the agent identifies which insurance line the person is after and steers the conversation down the right flow, asking for exactly the data that product needs.
- Flows per business line: auto, major medical, life and investments, each with its own capture.
- Question resolution using the brokerage’s real documentation.
- Appointment scheduling with an advisor when the enquiry calls for it.
- Document upload so quoting doesn’t require an email back-and-forth.
- Handoff to a human advisor as soon as the conversation requires it.
- Privacy compliance and personal data protection throughout the capture.
Benefits for the end client
- Immediate attention, at any hour, with no queue.
- Clear answers to their questions before speaking to an advisor.
- They can book their appointment and upload documents in the same conversation.
- They reach a human advisor whenever they need one.
Benefits for the business
- Complete, structured requests: the advisor receives the case ready to quote.
- Fewer hours spent capturing data and answering repeated questions.
- Prospect capture outside business hours, which used to be lost.
- The team spends its time advising and closing, not collecting information.
Client anonymized for confidentiality.