Agentic Contact Center for Insurance AI agents overview
Agentic Contact Center for Insurance uses AI agents to enhance customer service by providing insurance customer service representatives with intelligent assistance during interactions. The two key agents—Insurance CSR Customer Insights and Insurance CSR Support—help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insurance data.
Benefits
- Pre-call preparation
- Customer service representatives (CSRs) can collaborate with AI agents to research customer insurance profiles before scheduled callbacks to be fully prepared.
- Proactive outreach
- CSRs can use AI agents to help surface customers that require attention, such as those with upcoming policy renewals, open claims requiring documentation, or pending servicing cases.
- Reduce handling time
- AI agents can assist during customer interactions by eliminating manual lookups across insurance systems, lowering the cognitive load on CSRs during live calls.
- Personalized experiences
- AI-driven analysis offers contextual insurance insights and consistent service quality across agents and insurance lines.
Key agents
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Insurance CSR customer insights AI agent: Acts as a copilot to CSR agents to deliver comprehensive insurance customer insights for a consumer or account. Helps CSRs quickly access and understand customer insurance details including policy information (auto, home, life, disability, travel), coverages and coverage options, insured assets (vehicles, properties), policy participants (drivers, beneficiaries, insured persons), claims, servicing cases, and product catalog details. Processes natural language queries and delivers structured responses.
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Insurance CSR support AI agent: Provides real-time retrieval support to a CSR who is on a call with a customer. CSRs may query it directly in the Now Assist panel, or select Get customer request where the AI agent reads the latest call transcript to infer the customer's most recent question. All responses are optimized for the CSR to read and act on quickly during a live call. The agent refuses any question that is outside insurance scope or about a different customer than the one on the interaction.