Automated servicing for an insurance brokerage

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.