Voice AI for claims intake
A voice agent takes the loss notice and opens the claim in the system.
Voice AI for claims intake is an Aginies solution package for the Insurance sector in the “customer interaction & experience” area. What the agents do: Calls land on the voice agent through SIP; streaming speech recognition works without lag; policy, location, date, parties and loss type are extracted and confirmed within the conversation. Expected outcomes: call-centre load drops and wait times fall; hundreds of simultaneous conversations at consistent quality; claims opened at first contact with complete information. The package uses the Speech-to-text (streaming), Call-centre SIP integration, Intent detection, Stateful execution capabilities of the Aginies platform and can be watched live through the End-to-end motor claim: from notice to payment, Voice claims intake (FNOL), Dialogue banking: voice and text transaction assistant, Utility customer assistant: bill, outage, consumption and instalments in one dialogue scenarios in the agent library.
Loss notices pile up at the call centre; wait times grow while agents fill forms with the customer on the line. On storm days capacity runs out.
- 01Calls land on the voice agent through SIP; streaming speech recognition works without lag.
- 02Policy, location, date, parties and loss type are extracted and confirmed within the conversation.
- 03The claim is opened in the policy system and adjuster assignment triggers by rule.
- 04Sensitive data is masked; suspicious patterns are flagged to the fraud team.
- Claims and request calls taken by a voice agent at the call centre
- Policy matching, incident form and missing information completed in one call
- File creation in the claims system and first action (courtesy car, repair shop, adjuster)
- Recording, transcript and summary; warm hand-off to a representative
- SIP integration with the call-centre switch
- API access to policy and claims systems
- Mandatory field list per claim type
Derived from the linked scenarios: the supervisors, specialist agents, models and systems that run this package.
Summed from the simulation definitions of the linked scenarios; recalculated for your scale in the discovery session.
- Call-centre load drops and wait times fall
- Hundreds of simultaneous conversations at consistent quality
- Claims opened at first contact with complete information
| Notices completed without a representative | 60–75% |
| Average time per notice | 40% shorter |
| Files opened with missing information | 80% fewer |
Target ranges from comparable deployments; baseline and target are fixed together in the first week of the pilot.
Scenario-level approval rules plus the package’s general controls.
- End-to-end motor claim: from notice to paymentEstimate > 150,000, unclear fault share or overlap with prior damage → adjuster approval
- Voice claims intake (FNOL)Injury or reserve > 250,000 → warm transfer to a claims specialist
- Dialogue banking: voice and text transaction assistantLimit increase > 60%, dispute amount > 5,000 or transfer to a new payee → operations approval
- Utility customer assistant: bill, outage, consumption and instalments in one dialogueInstalments > 6 months, bill cancellation or meter suspicion → customer service approval
- packageInjury, major loss and fraud suspicion transferred to a person immediately
- packageRecording retention and access according to insurance regulation
- 1 · Discovery and design · 2–3 weeksThe 20 most frequent intents and transactions are chosen, identity and approval thresholds written with information security, channel and system integrations listed.
- 2 · Pilot · 4–6 weeksOne channel, a limited customer group; the test corpus runs, a human representative shadows, thresholds tuned on real traffic.
- 3 · Scale-outRemaining channels and transactions added; dashboards, SIEM forwarding and kill-switch handed over; monthly model and rule review begins.
This package’s scenarios in the agent library
End-to-end motor claim: from notice to payment
Voice notice, photo assessment, repair-shop assignment and payment order in one flow; the adjuster steps in only above the threshold.
Voice claims intake (FNOL)
The customer calls and describes it; policy found by plate, cover checked, claim opened and adjuster assigned.
Dialogue banking: voice and text transaction assistant
The customer talks or types; bill, limit, dispute and transfer are completed in core banking in one session.
Utility customer assistant: bill, outage, consumption and instalments in one dialogue
The customer calls or writes; the high bill is explained, outage ETA given, meter data shown, an instalment plan set up.
Time to move from experimenting with AI to transforming with it.
In a 30-minute discovery session we take your 2–3 priority business problems, show a live demo of a similar scenario, and draft a roadmap that starts with the Value layer.
- Your 2–3 priority problems
- Live demo of a similar scenario
- Roadmap starting with value analysis