Your AI Customer Service Rep

Your AI Customer Service Rep

RECORDED August 11, 2026

What could change if AI became a second set of hands for your service team, not just another tool they have to manage? Independent insurance agencies are beginning to use AI for client service tasks ranging from answering complex coverage questions and searching agency information to policy comparisons, certificates of insurance and other repetitive workflows.

In this Agency AI Labs session, explore what happens when agencies move beyond using AI for isolated tasks and begin redesigning entire workflows around it. The session introduces four stages of AI maturity, from using AI for search and documentation, to individual tasks, end-to-end workflows and eventually strategic goals with more proactive AI assistance. It also tackles the human side of adoption, including where AI can take work off the service team’s plate, where people still need to stay involved and what clients actually experience when AI is working behind the scenes.

Watch to explore questions like:

• Which customer service tasks can AI realistically handle in an independent insurance agency?
• How can AI help answer complex client and policy questions more efficiently?
• Can AI help with certificates of insurance, policy comparisons and coverage analysis?
• What’s the difference between adding AI to an existing process and redesigning the workflow around AI?
• What agency tasks should still require human review or intervention?
• How do you get an entire service team comfortable using AI rather than relying on one AI champion?
• How can agencies use AI to improve the client experience without making service feel less personal?
• How can you determine your agency’s current level of AI maturity?

One example illustrates the potential difference between the two approaches: an existing COI process with AI added at the end is represented as taking roughly 20 minutes or more, while an AI-first process is shown handling the request, tracking, creation and policy checking in about 30 seconds. The bigger lesson isn’t simply speed, however. It’s to start with the desired outcome and determine how the workflow should function if AI were part of its design from the beginning.