Liberate, an InsurTech specialising in AI agents for property and casualty insurers, is preparing carriers for a new type of customer interaction with the launch of AI Intercept, a system that identifies calls made by AI assistants and transfers them to automated agents.
The technology is designed around a shift in how consumers could buy and manage insurance. Instead of a policyholder making a call themselves, an AI assistant could increasingly contact an insurer or broker to compare cover, request a quote or handle an existing policy.
Liberate believes this could create a problem for insurers if every machine-generated call is treated in the same way as a conversation with a customer. Higher call volumes could put additional pressure on contact centre teams even when many of the interactions have limited prospects of converting into business.
AI Intercept is intended to filter these calls before they reach human staff. Liberate’s technology analyses incoming calls and determines whether the caller is human or an AI system. Automated calls can then be passed to Liberate’s AI agents, while human representatives remain available for customers who need personal support.
The AI can take an interaction through multiple stages of the insurance journey, including obtaining quotes, handling servicing requests and completing follow-up. Liberate’s Supervisor Layer sits above the process, recording activity and providing a route to a licensed employee when human intervention is necessary.
The development comes as consumer-facing AI agents begin to enter the insurance market. Meta started rolling out its Muse personal AI agent in the US on 8 September. Insurance marketplace Insurify subsequently prevented Muse from accessing its platform, warning that automated quoting could fail to capture important information such as deductibles, coverage limits and eligibility requirements.
Liberate’s wider platform already uses AI agents across telephone, email and text interactions. Its technology supports sales, service and claims activity and can update systems including Guidewire, Duck Creek, Snapsheet and Applied Epic. The company says its platform is used by more than 70 carriers and brokers and handles over 3.5 million transactions each month.
Liberate’s technology is built specifically for property and casualty insurance, with AI agents designed to manage customer interactions while providing insurers with oversight and human escalation through its Supervisor Layer.
Liberate co-founder and CEO Amrish Singh said, “Insurers are about to get a new kind of caller: AI agents shopping for coverage on a consumer’s behalf. If a carrier can’t tell a machine from a person, human agents will end up spending their day talking to software while a family calling about a flooded basement sits on hold. AI should handle AI so people can handle people.”
Singh also expects insurance interactions to eventually move beyond voice calls as AI systems begin communicating directly with one another. He said, “Today’s insurance infrastructure is built for humans talking to humans. Over time, agents will communicate with one another through machine-native channels. We built our capabilities so insurers are ready for both.”
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