Vertafore, a provider of insurance distribution technology, has rolled out its Velocity Coach Agent, an AI tool built to give independent agency staff instant support inside the systems they already use, helping them develop skills and stick to in-house standards.
The new agent is embedded within Vertafore’s AgencyOne platform, working alongside AMS360 and Sagitta. It responds to product and how-to queries by drawing on Vertafore’s own product documentation and, where an agency chooses to set it up, that agency’s standard operating procedures (SOPs). Answers are supplied with their sources and appear directly within the management software staff rely on daily.
According to Vertafore, agency employees frequently have to break off from their tasks to dig through manuals, approach co-workers or reach out to support teams when they are getting to grips with a new system, facing an unfamiliar job or trying to locate a particular process. These pauses can dent output and make it tougher for agencies to apply their procedures uniformly.
With Coach Agent, staff can pose questions in everyday language, check the sources behind each answer and follow up for more detail, without ever switching away from AMS360 or Sagitta. Vertafore said internal tests showed the tool cut the time spent finding answers by as much as 88%.
The company highlighted three main use cases. First, it can help newer team members become productive more quickly by guiding them through systems and processes, such as logging client payments or handling policy endorsements. Second, it can stop less familiar or occasional tasks, as well as product updates, from holding staff back. Third, it can make it simpler to follow agency rules by offering guidance rooted in an agency’s own documentation and SOPs, supporting more uniform ways of working.
Coach Agent forms a central part of Vertafore’s Agentic Agency strategy, which brings AI into sales, submissions, service, accounting and intelligence workflows. The firm’s AI developments aim to help independent agencies achieve what it calls Distribution Velocity, cutting friction, speeding up operations and surfacing insights to inform better decisions.
Vertafore president and chief AI officer James Thom said, “Think about what happens when someone in an agency has a question. They stop what they’re doing, turn to a colleague for help, and now two people have stepped away from their work.
“Multiply those interruptions across an agency, every day, and the impact adds up. Coach Agent gives people a way to get answers and keep moving, while building the knowledge and confidence to handle more on their own.”
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