Insurancevoicewhatsapp

Voice claims intake (FNOL)

The customer calls and describes it; policy found by plate, cover checked, claim opened and adjuster assigned.

In short

Voice claims intake (FNOL) is an agent scenario in the Insurance sector running on the voice, whatsapp channels. Trigger: "Someone hit my car" call on the claims line. The Claims Supervisor coordinates 4 specialist agents (Speech Agent, Intake Agent, Policy Agent, Claims Registration Agent) across 4 systems (Genesys SIP, Policy Admin System, Guidewire ClaimCenter, WhatsApp Business API); of 10 steps, 2 write to systems and 1 are checks or approvals. Outcome: Claim opened, reserve set, adjuster appointment and photo link with the customer. Approval rule: Injury or reserve > 250,000 → warm transfer to a claims specialist.

Insurance

Voice claims intake (FNOL)

SUPERVISORAGENTSSYSTEMSClaims Supervisorplan · route · approveSpeech Agentaginies-voice-tr-v3on-premIntake Agentaginies-tulpar-4on-premPolicy Agentaginies-talay-2on-premClaims Registrationaginies-sunkar-1on-premGenesys SIPPolicy Admin SystemGuidewire ClaimCenterWhatsApp Business API
run #41,286,888elapsed 0 mstokens 0est. cost $0.000status —Approval rule: Injury or reserve > 250,000 → warm transfer to a claims specialist
Agents in this run
Claims Supervisorsupervisorplans, routes, approves
Speech Agentaginies-voice-tr-v3 · on-premTranscribes live audio and filters noise
Intake Agentaginies-tulpar-4 · on-premGathers incident facts, asks follow-ups, gives a spoken summary
Policy Agentaginies-talay-2 · on-premFinds the policy, checks cover and claim history
Claims Registration Agentaginies-sunkar-1 · on-premOpens the claim, sets the reserve, assigns the adjuster
Audit trail00:00.00
  1. ■completed 

Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
Trigger

"Someone hit my car" call on the claims line

Outcome

Claim opened, reserve set, adjuster appointment and photo link with the customer

Agents

SUPERVISOR

Claims Supervisor

Decomposes the objective, delegates to agents, manages approval points, merges the result.

aginies-voice-tr-v3 · on-prem

Speech Agent

Transcribes live audio and filters noise

transcribe_streamdetect_emotion
aginies-tulpar-4 · on-prem

Intake Agent

Gathers incident facts, asks follow-ups, gives a spoken summary

extract_claim_factsask_followupsynthesize_speech
aginies-talay-2 · on-prem

Policy Agent

Finds the policy, checks cover and claim history

get_policy_by_platecheck_coverageget_claim_history
aginies-sunkar-1 · on-prem

Claims Registration Agent

Opens the claim, sets the reserve, assigns the adjuster

create_claimset_reserveassign_adjustersend_whatsapp

Steps

#KindAgentWhat happensSystemmstok
01 ingest Claims Supervisor Call connected: "someone hit my car last night" · plate 34 ABC 123 — 200 —
02 reason Speech Agent Live transcript with noise filtering; tone: calm, confidence 0.95 — 480 170
03 tool Policy Agent Policy found by plate: comprehensive #KS-2291045, active, excess 2,000 Policy Admin System 420 —
04 plan Claims Supervisor Plan: gather incident facts → coverage → open claim → assign adjuster — 280 210
05 reason Intake Agent Incident: hit while parked, 7 Sep 23:30, Kadıköy · no injuries · third party unknown — 1,100 1,240
06 verify Policy Agent Cover: collision within comprehensive · 0 claims in 12 months · no waiting period — 560 480
07 write Claims Registration Agent Claim #CL-2026-118342 opened, reserve set at 45,000 Guidewire ClaimCenter 620 —
08 write Claims Registration Agent Nearest partner adjuster (Kadıköy) assigned, appointment tomorrow 10:00 Guidewire ClaimCenter 380 —
09 notify Intake Agent Spoken summary read out, customer confirmed the claim number Genesys SIP 380 160
10 notify Claims Registration Agent Claim number and photo upload link sent on WhatsApp WhatsApp Business API 240 —
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