When you think of an AI voice, you probably think of something stilted and robotic sounding. However, modern AI voices sound natural and lifelike, which often leads people to mistake them for humans. That’s impressive – but it’s only part of the picture. In reality, a good voice will only take you so far.

Imagine you hire a new call service representative with a great phone voice. She speaks clearly and always sounds pleasant. Unfortunately, she doesn’t know insurance and hasn’t been trained to help policyholders. Instead, she just transfers them around without really taking care of their requests. 

It doesn’t sound like a perfect hire, does it? An AI that performs similarly wouldn’t be great, either. As we all know, policyholders expect more than a great voice – they expect satisfying outcomes.

Conversational AI Meets AI Orchestration

Conversational AI refers to programs that are capable of engaging in convincing conversations. Thanks to breakthroughs in generative AI, conversational AI is here – and it’s a big step up from old AI Voice options. As you listen to this video, you’ll be surprised by how human Liberate’s Voice AI sounds.

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However, conversational AI is just one of this Insurance Voice AI’s many talents. She is capable of doing so much more – from summarizing, synthesizing, and translating information to automating claims and underwriting processes. She is able to carry out multi-faceted workflows, thanks to thorough orchestration and training. 

When deploying AI solutions, it’s the orchestration and training that make all the difference. To gain the full value of all your AI tools, you need a way to coordinate them. Imagine what you could do with an AI that intelligently interacts with humans while also carrying out tasks in a way that is relevant, responsive and compliant with company procedures. 

For both insurance companies and their policyholders, the possibilities are amazing:

• Enhanced policyholder experience: The insurance voice AI is pleasant, easy to understand, and capable of helping. Even better, there’s no need to wait on hold for an available representative. 
• Greater insurer efficiency and accuracy: AI tools work seamlessly with other systems to carry out common tasks without the need for human intervention. 
• Smarter labor deployment: Human labor can be focused on tasks requiring creativity, problem solving and judgment.

The Devil Is in the Details

The insurance industry seems to be going all in on AI. Conning surveyed insurance executives in 2024 and found that 77% were adopting AI, up from 61% in 2023. 

However, whether these AI initiatives succeed or fail will hinge on the details. Adopting AI simply for the sake of technological advancement won’t get you far. AI solutions will only succeed if they efficiently solve the pressing challenges facing the insurance sector. 

To solve these challenges, insurance AI must be trained in the same ways that we train human insurance employees, and workflows must be painstakingly orchestrated:  

1. Identify a policyholder question or problem to be solved.
2. Document the steps involved with answering the question or meeting the need. 
3. Practice and repeat the steps until they become second nature.

This is no time for a jack-of-all-trades technology partner. Since insurance is a specialized sector, the AI must be specialized, too. 

Before choosing a Voice AI solution, ask:

• What can the Voice AI do besides holding conversations? You’ve probably had the frustrating experience of dealing with an automated phone tree, not receiving the help you need, and trying to reach a human operator. Modern voice AI solutions should put experiences like this in the past. 
• Has the Voice AI been fully trained to orchestrate insurance workflows? Make sure that your policyholders will be satisfied by the outcomes delivered.
• Can the Voice AI integrate with other systems? Insurers are adopting numerous tools while also continuing to operate existing systems. For maximum efficiency, the new and old should work together to execute a seamless workflow.

Don’t settle for an AI solution that just sounds good. Get a solution that knows both the processes and the language of insurance. As an insurance-specialized AI partner, Liberate trains high-performance insurance AI and orchestrates savvy insurance workflows. 

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