Insurance contact center agent assist: the answer from the customer's own forms while they talk, and the notes written
Answers from the customer's own forms during the call, and the notes written.
See one case, screen by screen ↓Software that listens to a service call and puts what the representative needs on screen as the caller speaks. Real-Time Agent Assist shows the policy’s history on one timeline, answers each coverage question from the customer’s own forms with the clause, spots life events that open a gap in cover, and writes the call notes for the representative to confirm.
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A policyholder calls about a letter. In the first seconds the representative has to work out what happened to the policy: a renewal, a declined payment, a notice that went out, an earlier call. That means the policy system, billing, the document archive and the contact notes, one after another, while the caller waits in dead air.
Coverage questions are harder. The answer sits in a 38-page homeowners form the representative cannot search while the caller waits, so it is escalated or answered from memory — and a wrong answer can become a complaint and E&O exposure. After the call the notes are typed by hand, short and vague. In the sample case the 18 June note said only “rates went up”, and four months later the same customer called with the same question. The new boat she mentions in passing goes unnoticed, and so does the gap in her cover.
Estimated split of five days of service calls, by hand and with the solution — scaled from the center average for a call like the demo call (11:40 talking plus 4:30 of notes) and the demo call itself (5:22 plus 0:41).
Six agents listen, build the policy story, answer from the forms and spot life events; the representative speaks and confirms.
Thursday 15 October, 10:14. Leah Brannigan calls Wrenfield Mutual about a letter saying her home policy will be cancelled. Jordan Pike takes the call. Here is what happens next, screen by screen, in the working solution.
Leah is verified by date of birth and address at 0:15. When she asks about the letter, the listener marks it Q1 and the policy story lights the four events behind it: autopay declined on 28 September, an email that was never opened, the notice of cancellation mailed 2 October and the date the policy would cancel. The answer is on screen with its sources — the billing history, notice WM-NC-12 and the cancellation condition on page 31.
Say: “Your autopay card ending 4417 expired in September, so the 28 September payment of $206.50 was declined. Pay it today and the policy stays in force with no gap.”
Leah reads her new card number. Transcription pauses for those 38 seconds and the transcript shows the band where it stopped. At 1:53 the answer reads “Resolved 1:53 · $206.50 paid · conf. 88213-B”, autopay moves to the card ending 8806, and the timeline shows the cancellation withdrawn.
“Transcription paused 1:14 – 1:52 · card number and security code read aloud · not recorded, not stored”
Q2 lights the 2025 and 2026 renewals and the 18 June call. The answer gives the two reasons for the $258 increase — Michigan home rates up 5.5% ($121) and the inflation guard raising the dwelling limit 6% to $436,700 ($137) — with the renewal premium worksheet open beside it. It also says what went wrong last time: on 18 June she was told only “rates went up”.
Margin note on the worksheet: “Two reasons only. Nothing about the Brannigans’ home or claims changed the price.”
Q3: her son Owen’s laptop was stolen from his dorm. The answer comes from their homeowners form, WM HO 03 07 24: Owen is an insured as a full-time student under 24 who lived at home before school, and property at another residence is covered up to 10% of Coverage C — $21,835 — with the $1,000 deductible. Page 5 opens with the clause highlighted. Jordan starts the claim report.
The answer never says the loss is covered: “The adjuster decides the claim.”
Leah mentions a 21-foot bowrider with a 150-horse outboard. A life-event card slides in with the gap in today’s cover: the home policy pays at most $1,500 for the boat, and there is no liability on the water for an owned outboard over 25 hp unless it is reported within 45 days — by 23 November. Every eligibility rule for the boat policy is already checked: length, horsepower, value, five years claim-free, operator, navigation, marketing consent, and the reason for the call resolved first.
“Shown after the reason for the call was resolved · no complaint on the call · licensed representative”
One click opens boat quote BW-26-55120, pre-filled from the call and the household record: agreed value $46,900, liability $300,000, uninsured boater $100,000, $500 deductible, Long Lake and Grand Traverse Bay within 5 miles. With the 10% multi-policy discount it is $372 a year, $31 a month. Jordan sends the application to Leah for e-signature, effective Friday 16 October at 12:01 a.m. once signed.
The after-call run shows three agents and seven steps: transcript closed, three questions and one life event found, payment matched to billing, claim report CLM-26-118407 drafted, boat application tracked, notes and disposition written — and the last step waits for Jordan. Four follow-ups wait — two done or sent on the call, two that send when Jordan saves. This call: 5:22 talking and 0:41 on notes, against a center average of 11:40 and 4:30.
“Waiting for Jordan to confirm — nothing is written to the account until you save.”
The household’s policy story now carries the call: the payment of $206.50 and autopay on the new card, the police report for Owen’s laptop and claim report, the boat bought on 9 October and the application sent. If Leah calls again, the first line reads “Paid 15 Oct after an expired card; renewal increase explained (rate +$121, dwelling limit +$137); laptop claim CLM-26-118407 open; boat application sent — check the signature.”
Alicia watches 12 live calls on her team, each with talk time, a caller-mood line and what the assistant is showing. Robert Kline’s call with Tasha Greer is at 14:52 with complaint words — “third time I’ve called”, “speak to a manager”. Malik Osei has been silent for 48 seconds looking for an additional insured endorsement. New hire Ana Ruiz has a coverage answer she has not used.
“The assistant flags a call; the supervisor decides whether to join.”
So far that day, 1,906 calls have been checked against the same list: recording notice, identity before account details, card details never recorded, coverage answers tied to a clause, notes confirmed within 2 minutes, life-event guards followed. Devon sees Ana Ruiz’s hail call, where the answer with its clause was not used and she said “should be covered”, and sends it to coaching.
The same call, seen by the people who carry it — what their day looked like, and what it looks like now.
Six agents listen, build the policy story, answer from the forms and spot life events; the representative speaks and confirms.
Transcribes both speakers live and marks each question the caller asks, account facts, life events and complaint words; pauses when a card number is read.
Before the call connects, lays the household’s policy transactions, billing, notices and past calls on one timeline, and lights the events behind each question.
Answers each question from this customer’s own declarations, forms and endorsements, with the clause, the page, the key numbers and the words to say.
Hears life events, finds the gap in today’s cover, checks eligibility and pre-fills the quote — only when the guards allow — and logs every event, shown or held back, with the reason.
Starts what the call asked for, with the facts from the call: payment and autopay, the claim report to claims intake, the application for e-signature, callbacks.
Writes the call notes in full sentences with the numbers said on the call, the disposition codes and the follow-ups, for the representative to confirm.
Speaks and confirms. The agents propose; a named person decides.
Representatives, supervisors and quality staff can ask in plain words. Every answer cites its source.
Why did the boat card appear on Leah Brannigan’s call?
At 3:50 Leah said they bought a 21-foot bowrider with a 150-horse outboard. Her homeowners form pays at most $1,500 for watercraft and gives no liability for an owned outboard over 25 hp unless reported within 45 days. The boat met every eligibility rule in BW-2, and the card waited until her payment was resolved at 1:53.
Is Owen’s laptop covered under the Brannigans’ policy?
The policy reaches it, within a limit — the adjuster decides the claim. Owen is an insured as a full-time student under 24 who lived at home before school. Property at his dorm is limited to 10% of Coverage C — $21,835 — and theft there is covered if he was there in the 60 days before the loss. After the $1,000 deductible, about $400.
Which calls on the floor need a supervisor now?
Two. Robert Kline with Tasha Greer — complaint words at 6:10 (“third time I’ve called”), 14:52 on the call. Wendy Faro with Malik Osei — 48 seconds of silence while he looks for the additional insured endorsement. Ana Ruiz has a coverage answer she has not used yet.
How many life events turned into policies this week?
61 heard, 38 offered, 19 written — 23 held back with a reason (complaints, do-not-solicit, nothing to offer). Boats lead: 14 heard, 4 written so far, including the Brannigans’ application. Every hold-back is logged with the guard that stopped it.
13 screens from the working solution, on its sample data. Pick one to see it large.
What the assistant reads, when it speaks up and who approves a change are all settings.
| Setting | Default | Choose from |
|---|---|---|
| Answer only from forms on this policy | On | On · Off — when on, never from a generic form |
| A clause for every coverage answer | On | On · Off — when on, no clause, no answer |
| Longest answer | 60 words | Any length, in words |
| Pause transcription on | card number, security code, routing | Your phrases |
| Resume after | 40 seconds | Any number of seconds, or the rep’s click |
| Life events listened for | 8 events | Boat, teen driver, new home, home business, wedding, baby, renovation, renting out |
| Life-event guards | All on | After the reason is resolved · hold back on complaints · respect do-not-solicit · licensed reps only |
| Note style | Service standard v4 | Your note standard · the rep confirms every note |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample data · “target” = the design goal, measured in the live solution · “estimated” = our estimate · “typical” = published figures (AWS case study, Tower Insurance with Deloitte — 26% shorter call handling; Level AI — 3–5 minutes of after-call work, vendor estimate). People, insurers, policies and amounts named on this page are fictional — characters and sample data in the working solution.
Software that listens to a service call and puts what the representative needs on screen as the caller speaks. Real-Time Agent Assist shows the policy’s history on one timeline, answers each coverage question from the customer’s own forms with the clause, spots life events that open a gap in cover, and writes the call notes for the representative to confirm.
The coverage answerer reads only the declarations, forms and endorsements attached to that customer’s policy. It gives the words to say in plain language, the key numbers worked out from the declarations, and the clause and page, which opens beside the answer. If there is no clause behind it, there is no answer.
No. On a loss the answer says what the policy says — the limit, the deductible, the condition — and that the adjuster decides. A wording check stops “is covered” on a loss, and the representative starts the claim report from the call.
Transcription pauses on phrases such as “card number” and “security code”, and resumes after 40 seconds or when the representative clicks. The card digits are never recorded or stored, the transcript shows the paused band with its times, and that setting cannot be switched off.
Only when a caller mentions a life event, such as a new boat or a teen driver, and only after the reason for the call is resolved. It is held back on complaint calls and for do-not-solicit customers, and shown only to licensed representatives. Every event is logged, shown or held back, with the reason.
Yes. The assistant never speaks to the caller; the representative says every word. Notes, disposition and follow-ups are drafted for them, and nothing is written to the account until they confirm. Supervisors decide whether to join a call, and changes to the rules need the quality analyst and compliance.
Your phone system for the live call, policy administration, billing, the document archive and correspondence, contact notes and rating worksheets — each switched on or off in settings — plus claims intake and e-signature for the requests started on the call.
The Agentic Solution Engine builds and deploys it from your requirements — your policy forms, service note standard, disposition codes and a sample of recorded calls — and it goes live once every quality gate has passed. We will walk you through it on your own calls first.
Changes keyed and checked once, so keying errors don't surface at claim time.
1-min demoCertificate of Insurance IssuanceNo certificate promises more coverage than the policy gives.
1-min demoCancellation & Nonrenewal ComplianceEvery notice checked against state rules and moratoriums before it is sent.
1-min demoWe’ll run Real-Time Agent Assist on a sample of your own recorded service calls.