The Agentic AI supports engagement across multiple channels — from chat and email to voice, portals, and WhatsApp — offering policyholders convenient, personalised access to insurance services whenever and wherever they need it.
Charles Taylor InsureTech, a technology partner to the insurance industry, has introduced autonomous AI agents — known as agentic AI — as part of its initiative to modernise CX and service, and streamline core insurance operations through AI.
Agentic AI stands apart from traditional generative AI by carrying out real-time tasks independently, without relying on human prompts. These AI agents are designed to take action, like assessing incoming claims or checking document completeness, rather than generating content.
Their ability to operate autonomously makes them especially well-suited to insurance use cases, including claims processing, underwriting, policy administration, and risk analysis.
This development is embedded within InHub, Charles Taylor InsureTech’s cloud-native SaaS platform. InHub acts as an API-driven integration layer that connects legacy systems with modern applications, making it easier for insurers to adopt advanced digital tools without overhauling their existing technology stack.
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With the integration of agentic AI, insurers can quickly activate a range of intelligent agents through InHub. These agents are purpose-built to carry out specific insurance tasks with speed, accuracy, and consistency.
They support engagement across multiple channels — from chat and email to voice, portals, and WhatsApp — offering policyholders convenient, personalised access to insurance services whenever and wherever they need it.
The AI agents enable faster response times, improve service quality, and support on-the-spot decisions by automating complex workflows.
“Our native AI agents provide instant responses to queries about quotes, policies and claims,” said Arjun Ramdas, Charles Taylor InsureTech’s CEO. “It’s a 24/7 omnichannel service that ensures personalised guidance with shorter waiting times, frictionless onboarding, and unified data flows.
“By focusing on digital channels such as WhatsApp, agentic AI meets the expectations of today’s consumers, who prioritise availability and self-service, while cutting distribution and servicing costs.”
The integration of these AI agents further strengthens the value of InHub, reinforcing its role as a central platform that brings together legacy systems and emerging technologies.
As agentic AI continues to learn and adapt in production environments, its capabilities will expand — allowing insurers to automate even more complex tasks and extend their digital transformation strategies over time.
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