We've Launched an AI Copilot for Insurance Sales & Service Conversations

Indemn enables agents, MGAs, and insurers to deliver their products and information to market through bespoke conversational agents and AI supported live chat

Large Language Models are at the initial stages of transforming our lives. As they scale across use cases, their impact is likely to rival that of the internet itself. We’ve been applying this technology to insurance since 2021, constantly learning from trial and error, and developing a system for AI agent development and delivery. With the launch of our Copilot, we couldn’t be more excited to offer these capabilities to the broader market. Our Generative AI as a Service solution enables insurance businesses to leap into the next generation, delivering natural language access to their products and services through a Generative AI first platform, with knowledge perpetuation and continuous improvement built in.

Copilot

Our sales and service copilot for insurance gives our subscribers an embeddable and personalizable frontend. Both customers and appointed agents can interact with a programmatic AI agent responding to inquiries based on a company specific knowledgebase. Behind the scenes, the service team manages a command center equipped with a real-time feed of every ongoing conversation, and the capability to directly engage with a user in live chat. Once live chat is engaged the AI agent switches to recommending responses to the service team member. Crucially, the system learns from the conversations, and the best team members teach the AI agent how to respond, increasing accuracy, reducing onboarding costs, and ensuring consistency across communication channels.

AI Agents

Our AI agents are Large Language Model based systems capable of handling various tasks across the insurance value chain. At a basic level, we can capture lead and application information, service and certificate requests, and respond to billing inquiries. As the agents mature they manage key workflows with increasing autonomy, including digital quote generation, underwriting, endorsement and certificate generation, bill pay, policy issuance, and much more.

Implementation

We’ve worked hard to make getting start as simple as possible. Uniquely relative to webforms and other digital interfaces, conversational AI agents can be useful from day 1 with a very limited scope, and more ambitious goals can be achieved incrementally. It’s just a strip of code to embed a customized conversational agent across the web. Often we’re starting with a conservative goal of answering 10-30% of questions currently delivered through phone calls and emails. Easily achievable, this first step can deliver substantial efficiency gains and enable a large increase in team capacity. We’re supporting agents in broker portals, customers coming direct for digital products, through affinity partners, and embedded on non-insurance platforms.

What’s Ahead

We’re building an AI powered communications command center for insurance businesses. As our AI agents mature, they’ll be accessed through phone, email, text, and across platforms all over the internet. We’ll enable our customers to build and manage their own AI agents at scale, orchestrating them together to deliver deeper workflows and more autonomous organization. Those who lean into this new paradigm will be poised to dominate their markets. We’re excited to continue partnering with early adopters and visionaries in the industry. Don’t hesitate to reach out!