Agent Support

Agent receives a call about an unusual coverage situation they've never encountered.

"AI provides real-time guidance: "[Agent sees on screen] Caller asking about coverage for home business equipment. AI Suggestion: This falls under the Home Business Endorsement (HBE-100). Key points to cover: Standard homeowners excludes business property over $2,500. HBE-100 adds coverage for business equipment up to $10,000. Premium: approximately $75-150/year depending on equipment value. Does NOT cover liability for business activities - need separate business policy. Talking points: 'Great question! Your standard homeowners policy has limited coverage for business equipment - typically just $2,500. For better protection, we have a Home Business Endorsement that covers up to $10,000 in equipment for about $75-150 a year. Would you like me to add that to your policy?' If customer asks about business liability: 'The endorsement covers your equipment, but if you have clients visiting or provide professional services, you'd want a separate business liability policy. I can connect you with our commercial team for a quick quote.' [One-click buttons: Add HBE Endorsement | Quote Business Policy | Schedule Callback]""

Policyholder calls to cancel because they found a cheaper rate elsewhere.

"AI detects retention opportunity: "[Agent sees on screen] RETENTION ALERT: High-value customer considering cancellation. Customer Profile: 8 years with company. 3 policies (auto, home, umbrella). Claims-free for 5 years. Total annual premium: $4,200. Retention Budget: Up to $380 available. Competitor Analysis: Customer mentions GEICO quote of $890/6mo for auto (current: $980). AI Recommendation - Retention Offer Sequence: Step 1 - Acknowledge: 'I completely understand wanting to save money. Let me see what I can do for you as a valued long-term customer.' Step 2 - Review for savings: 'I see you've been claims-free for 5 years - let me apply our Loyalty Discount that wasn't on your policy. That's $15/month saved.' Step 3 - Bundle check: 'Your umbrella policy gives you a multi-policy discount. If you cancel auto, your umbrella rate increases $20/month. Net savings by leaving: only $55/month, not $90.' Step 4 - Retention offer: 'I can also apply a one-time retention credit of $200 to your next renewal.' Bottom line comparison: Stay: $4,000/year (with all discounts). Leave: $3,920/year (but lose umbrella discount, loyalty status). Show value of staying. [Apply Loyalty Discount] [Apply Retention Credit] [Supervisor Override]""

Agent completes a complex call involving multiple policy changes and needs to document.

"AI auto-generates documentation: "[After call ends] Call Summary - Auto-Generated: Duration: 12 minutes 34 seconds. Customer: John Smith - Policy #AUTO-445892. Call Reason: Policy changes - adding vehicle and driver. Actions Taken: 1. Added 2024 Honda CR-V (VIN verified). 2. Added spouse Maria Smith as driver. 3. Reviewed coverage - customer declined gap insurance. 4. Updated payment method to new credit card. 5. Issued new ID cards via email. Premium Impact: +$89/month effective today. Customer Sentiment: Positive - expressed satisfaction with quick service. Compliance Notes: All disclosures provided. Customer verbally confirmed changes. Payment authorization obtained. Follow-up Required: None - all actions completed. Cross-sell Opportunities Identified: Home insurance - customer mentioned recent home purchase. Suggest quote on next contact. Quality Markers: Proper greeting, empathy shown, all required disclosures, clear explanation of changes. [Edit Summary] [Approve & Save] [Flag for Review] Agent time saved: ~4 minutes of manual documentation.""