insured.io, a leading provider of omnichannel platforms for insurers, has launched an AI-powered virtual agent designed to bolster customer interactions.
The launch comes as mid-sized insurers increasingly seek to enhance customer support while reducing operational costs.
insured.io’s new virtual agent is designed to provide policyholders with a faster, more efficient way to resolve everyday insurance needs, complementing existing customer service channels.
The AI-powered virtual agent enables insurers to autonomously handle common policyholder requests.
It uses an AI Knowledge Base to share critical information such as business hours, phone numbers, email addresses, and company details.
The agent can interpret poorly phrased searches to extract policy numbers and offers self-service options including checking policy status, filing or tracking claims, requesting ID cards, and more.
Additional capabilities include integration with other channels to trigger insurance workflows, such as First Notice of Loss (FNOL), and with insured.io UniPay, allowing secure one-time payments directly within chat conversations with no extra login required.
insured.io leveraged its expertise in IVR and SMS to design a virtual agent that is predictable, structured, and easy for customers to use, avoiding common pitfalls such as “doom loops” or rogue interactions. For cases that require human intervention, the platform offers human-in-the-loop (HITL) handoff via custom chat integrations, ensuring smooth transitions between virtual and human agents.
Steve Johnson, Founder and Chief Product Officer at insured.io, said, “The insured.io Customer Engagement Platform was built to accommodate every channel in which an insured could communicate with their insurer, from a customer portal to IVR to text messaging. With that, we’re proud to launch our first virtual agent. This innovative offering requires no new code to be deployed to launch it on our existing customer platforms immediately, and can be launched quickly with new customer integrations. We took a ‘responsible AI’ mindset with the development of this agent, meaning that we use AI when it’s needed, and structure when it’s not. This means that our virtual agent can interpret meaning and context for unpredictable human behavior, while also guiding insureds through a streamlined journey.”
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