Revolutionizing Insurance: Fluents Voice AI and System Integration

The Agentic Edge: How Fluents Voice AI Integrates with Guidewire, Duck Creek, and Insurtechs to Revolutionize Insurance Workflows

In the rapidly evolving insurance landscape, efficiency, speed, and personalized customer experiences are paramount. Yet, many carriers and large agencies grapple with complex, siloed workflows that demand significant manual intervention. From policy renewals to first notice of loss (FNOL), agents spend countless hours navigating disparate systems and performing repetitive data entry.

Enter Fluents.ai Voice AI. By seamlessly integrating with core insurance platforms like Guidewire and Duck Creek, and even agile insurtech solutions such as E123InsureTech, Fluents.ai is creating a truly "agentic" workflow. This integration isn't just about automation; it's about embedding intelligent AI directly into the heart of an insurer's operations, simplifying processes, enriching data, and elevating the customer journey.

The Challenge: Disconnected Systems and Manual Overload

The modern insurance ecosystem often involves a patchwork of systems: policy administration, claims management, billing, and CRM. While powerful individually, these systems frequently lack robust, real-time integration. This fragmentation leads to:

1. Data Silos: Information trapped in one system, inaccessible to another, leading to inconsistent customer views.
2. Manual Handoffs: Agents acting as "human middleware," manually transferring data between systems, leading to errors and delays.
3. Cumbersome Customer Interactions: Customers often repeat information across channels or with different departments, causing frustration.
4. Inefficient Workflows: High-volume, repetitive tasks consume valuable agent time, diverting them from complex problem-solving and customer relationship building.

This antiquated approach hinders scalability, drives up operational costs, and ultimately compromises the customer experience.

The Fluents.ai Solution: A Unified, Intelligent Frontend

Fluents.ai tackles these challenges by becoming an intelligent, conversational frontend that speaks directly to the underlying core insurance systems. Whether it's the robust architecture of Guidewire and Duck Creek, or the nimble APIs of modern insurtech platforms like E123InsureTech, Fluents.ai leverages these connections to create a cohesive, agentic flow.

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How It Works:

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1. Deep Integration with Core Systems (Guidewire, Duck Creek): Fluents.ai is designed to integrate via APIs with leading policy administration, claims, and billing systems. This allows the Voice AI to:

• Access Real-time Data: Retrieve policy details, customer information, claims history, and billing status directly from Guidewire PolicyCenter, BillingCenter, or ClaimsCenter, or Duck Creek Policy, Billing, and Claims.
• Update Records Automatically: Post new information, such as updated contact details, recorded preferences, or initial FNOL details, back into the relevant modules of these core systems.

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2. Supporting Agile Insurtech Players (e.g., E123InsureTech): For insurers and MGAs using more modern, API-first platforms like E123InsureTech, Fluents.ai offers equally powerful, often simpler, integration. These nimble systems are built for connectivity, making it faster to establish a real-time data exchange that powers the AI's intelligence. This ensures even the most innovative and rapidly growing players can leverage advanced AI.

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3. The Agentic Flow: An "agentic flow" means the AI doesn't just answer questions; it acts. It can execute tasks, update records, and initiate processes within the core systems, often without human intervention, creating a truly automated workflow.

Key Use Cases Driven by Integration

The integrated capabilities of Fluents.ai unlock transformative potential across various insurance workflows:

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Use Case 1: Streamlined Policy Renewals

As highlighted previously, policy renewals are a major pain point.

• The Problem: Manual outreach, disconnected systems for policy details, and inconsistent follow-ups.
• The Fluents.ai Solution:
  • Fluents.ai initiates proactive renewal campaigns via voice, text, or web.
  • The AI accesses policy data (e.g., coverage, premium, upcoming changes) directly from Guidewire PolicyCenter or Duck Creek Policy.
  • It can engage the policyholder, answer common questions about their renewal, confirm details, and even process basic changes.
  • For customers ready to renew, Fluents.ai can confirm the renewal and update the status directly within the core system, providing a full audit trail.
  • If a human agent is needed, the AI transfers the call with full context, pre-populating relevant screens in the agent's CRM, eliminating the need for the customer to repeat themselves.
• Impact: Reduced agent workload by up to 80%, increased renewal rates, and faster policy processing.

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Use Case 2: Intelligent First Notice of Loss (FNOL) & Claims Initiation

This is a critical, often urgent, customer interaction.

• The Problem: Customers call at all hours, requiring immediate attention. Manual claim intake is time-consuming and error-prone.
• The Fluents.ai Solution:
  • The AI answers FNOL calls 24/7, even after hours.
  • It authenticates the policyholder by cross-referencing data with Guidewire ClaimsCenter or Duck Creek Claims.
  • The AI guides the caller through a structured FNOL process, collecting critical information like date, time, location, description of the incident, and parties involved.
  • All collected data is automatically populated into a new claim record within the core claims system, initiating the process instantly.
  • The AI can provide immediate next steps, such as emergency contact numbers for remediation services, further enhancing the customer experience.
• Impact: Faster claim reporting (minutes vs. hours), improved data accuracy for claims adjusters, reduced call center burden, and enhanced customer satisfaction during critical times.

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Use Case 3: Personalized Customer Inquiries & Service

Beyond renewals and claims, the AI acts as a smart, always-on customer service representative.

• The Problem: Agents are bogged down by repetitive inquiries, and customers face long hold times or struggle to find answers.
• The Fluents.ai Solution:
  • The AI leverages deep integration to answer a vast array of questions, such as "What's my billing due date?", "Can I get proof of insurance?", or "How do I add a driver?".
  • It pulls real-time information from Guidewire BillingCenter, PolicyCenter, or Duck Creek equivalents.
  • The AI can update contact information or process simple changes, directly modifying records in the core systems.
  • Crucially, Fluents.ai maintains "agent context memory" – understanding the customer's history, recent interactions, and preferences across all channels (phone, text, web). This allows for highly personalized and efficient service, whether interacting with the AI or transitioning to a human agent.
• Impact: Up to 70% deflection of routine calls from human agents, 24/7 instant support, and a consistent, personalized customer experience that builds loyalty.

The Future is Agentic

The integration of Fluents.ai Voice AI with core insurance platforms like Guidewire, Duck Creek, and agile insurtechs like E123InsureTech is not just an incremental improvement; it's a paradigm shift. It empowers insurers to move from disconnected, manual processes to an intelligent, automated, and truly "agentic" workflow. This translates directly into significant operational efficiencies, substantial cost savings, and a superior, personalized experience that meets the evolving demands of today's policyholders. The agentic future is here, and it's powered by conversational AI.

Ask to know more and ask for the integration with your systems, to be integrated:

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Here is a list of the major software vendors in the insurance space.

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Tier 1 Core Suite Providers

• Guidewire
• Duck Creek Technologies
• Insurity
• Sapiens International Corporation
• Majesco

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Other Significant Players and Innovators

• Applied Systems
• Vertafore
• EIS (Exigen Insurance Solutions)
• OneShield Software
• BriteCore
• Socotra

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Agency and Broker-Focused Vendors

• HawkSoft
• EZLynx

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Large Technology Companies with Insurance Offerings

• Salesforce
• SAP
• Oracle
• Microsoft