Rob Beller and Lee Boyd are joined by Amrish Singh, CEO and Co-founder of Liberate, for a detailed look at how Liberate's AI-powered agent, Nicole, is redefining intake and service for insurance carriers and agencies. Nicole automates not just first notice of loss (FNOL), but also handles ongoing service requests—including endorsements, ID cards, and claim status—across phone, SMS, and email channels. Amrish walks through the platform's insurance-focused approach, its blend of technical and domain expertise, and the impact of standardized, always-on service that parallels human performance.
Key Highlights:
- Nicole, Liberate Innovations' AI agent, manages FNOL intake and a range of service tasks (such as endorsements and ID card delivery) across voice, SMS, email, and chatbot, providing support around the clock.
- The platform natively integrates with core systems including Guidewire and others, emulating a human staff member's ability to read from and write data to existing insurance technology—without requiring a "rip and replace."
- Nicole delivers service consistency organization-wide: every customer receives the same empathetic, informed interaction, at parity with human agents (currently performing at the 72nd/73rd percentile compared to people), and can handle unlimited simultaneous requests—crucial during catastrophe-level surges.
- Liberate requires that Nicole always disclose to customers that she is a virtual agent or AI, supporting responsible transparency—Amrish notes about 18–22% of customers initially want to speak to a human, but comfort increases with experience.
- Human supervisors use Liberate's "AI Supervisor" tool to review and rate every Nicole conversation, from claims intake to service calls, providing feedback for systematic, measurable quality improvements.
- Automation is limited to non-licensed activities and data gathering; Nicole surfaces relevant data for functions like SIU but does not make claims or fraud determinations—those remain strictly with human professionals.
- The future vision: insurance operations where a small human team coordinates with scalable AI agents to support efficient, standardized, and compliant service, enabling carriers to reduce costs and refocus on promise and trust.
