Virtual Agents: AI without compromise
Implementing AI at the front line of your customer service is an extremely useful tool, when used properly. Built on the same core as our Customer Engagement Platform, the insured.io Virtual Agent uses our “Responsible AI” mindset, which means AI where it’s needed, and defined structure where it’s not. It can interpret meaning and context for unpredictable human behavior, while also guiding insureds where they need to go.
Our expertise in creating streamlined, UX-focused customer journeys from IVR and SMS served as the foundation for an AI-powered virtual agent that is predictable, well-structured, and easy to use for an insured, without risk of doom loops or rogue interactions.
More than just a chatbot
The Virtual Agent is built on a fully-trained AI Knowledge Base for business hours, phone numbers, email addresses, and company information, and features a custom algorithm to extract identifying data, such as policy numbers, from poorly phrased searches. It's also a complete customer service solution.
- Check Policy Status - as an Insured, Agent, or Lienholder
- File or Check a Claim
- Download ID Cards & Documents
- SSO to Insured Portal from the chat session
- UniPay, which allows for payments directly within the chat conversation
Human-in-the-Loop
For customer interactions that require a human agent, insured.io offers HITL (human-in-the-loop) handoff via a custom integration with existing chat systems, ensuring a smooth handoff between a virtual and human agent, who will take it from there.
Explore how our Virtual Agent can transform your customer service