Cytora, an AI-driven digital risk processing platform used across the commercial insurance ecosystem, has unveiled Concierge, a major update to its platform.
This launch marks a significant leap in streamlining and automating the intake process for insurers, brokers, and reinsurers.
The new offering addresses a persistent challenge in insurance operations—handling multiple types of requests, often embedded within a single broker communication. Brokers frequently submit requests that span different lines of business—such as fleet, property and liability—or mix transaction types like endorsements and claims within a single interaction. Until now, such complexities required manual sorting, leading to delays and inefficiencies.
Concierge enables insurers and their partners to automatically identify, separate, and digitise each individual request from a single interaction, routing it to the appropriate digitiser based on the insurer’s view of risk. This shift empowers stakeholders to transform complex interactions into multiple, decision-ready transactions, improving speed and operational efficiency across the board.
Cytora’s platform uses large language models (LLMs) to mimic human understanding of broker communications. The Concierge module builds on this capability, allowing the system to process risk submissions with human-like intuition, while introducing automation for file classification, transaction matching, and risk routing.
The Concierge’s “Single Front Door” capability allows all submissions—regardless of line of business or transaction type—to be directed to one inbox and then automatically matched to the correct digitiser. This creates a seamless experience for trading partners and enables insurers to maintain tiered, specialised operating models.
Clients can expand their Concierge capabilities using natural language to define transaction types such as claims, renewals or mid-term adjustments, without requiring manual configuration or training. Submissions are classified accordingly, with additional categorisation available by product line or other parameters.
The Concierge also classifies each request within a single interaction—such as quoting for property and fleet insurance while requesting a policy endorsement—matching each to the appropriate digitiser. Files associated with each request are connected only to the relevant transaction, reducing confusion and enhancing automation.
Digitiser integration ensures that the correct digitiser handles the right task, increasing efficiency while reducing reliance on catch-all solutions and human-in-the-loop (HITL) interventions. This results in streamlined configuration, reduced manual oversight, and faster time-to-value.
Cytora Concierge is now available to all current and new customers. It represents the next phase of agentic AI within the Cytora Platform, enabling insurers to scale automation and efficiency while offering a more flexible, partner-friendly trading experience.
Cytora CEO Richard Hartley said, “Concierge represents a transformative leap forward for insurance operations. It gives insurers, brokers and reinsurers the power to digitise every part of their intake and maximise the business benefit of LLM-first automation.”
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