Insurance
Nobody calls their insurer on a good day. Voice AI Agent takes the first report of a claim and the calls asking where it stands, and Quality & Insights AI Agent scores your advisors' call recordings against your own scorecard, so you know how the calls that matter most were handled.
What goes wrong
A claim is when your customer finds out what the policy was worth. Most of what goes wrong on those calls is small, and it's remembered at renewal.
A customer calls to ask where the claim stands, then calls again because nothing since has told them.
The customer sent the photos with the first report, and a different advisor asks for them again.
An advisor quotes the excess from an older version of the policy, and the customer holds you to it.
A customer reporting a break-in is upset and confused, and the call your supervisors sampled that week was a different one.
What the platform does
Voice Agent takes the routine claims calls and hands the rest to your team. Quality reviews the calls your advisors take, against the scorecard you already use.
You write the scenarios your claims line really sees, like the caller chasing a payment or the one reporting an accident who needs a person straight away. Each one runs against the agent repeatedly, with success criteria you set, so you know how it behaves before a customer hears it.
The same pass that scores a call records why the customer called. Asking where a claim stands and chasing a missing document show up as reasons of their own, with the calls behind each, so you see which ones a status update could have answered before the phone rang.
Scores by advisor show who handles a distressed caller well and who rushes through the policy conditions. Each coaching note links to the calls behind it, so a team leader coaches from what was actually said.
Chat AI Agent answers claims questions on your website and on WhatsApp from the documents you publish, such as what to send with a report. When a customer needs a person, the conversation goes to your team in live chat with the history attached.
Our clients
How Generali Tranquilidade works with Visor.
From kickoff to go-live, you work with named people who know your project, whether you come to us directly or through a partner.
We agree on what's in and what's out before we start, so everyone knows what success looks like.
Performance metrics are part of the build, so you see results from your first day in production.
We test end to end, then your team validates it in real conditions before launch.
We train your people to run the platform confidently, and we stay by your side for as long as you need us.
The models generate each answer in the moment and can occasionally fail. Visor's work is to contextualise them, apply controls and tune continuously. The solution runs on specialist providers who, like any provider, do not guarantee total availability. Judge the AI Agent by the standard you would apply to an experienced colleague: consistent and improving performance, not infallibility. The go-live is the start of the improvement, not the end of the project.
