Pouch Insurance Launches AI Tool Empowering Agents with 24/7 Customer Access, Multilingual Support
By Lauren Hinton · 27 September 2024
INSTANDA, the global provider of no-code insurance platform technology, announces that Pouch Insurance has fully leveraged the flexibility of the INSTANDA platform and its extensive API capability to integrate its groundbreaking multilingual AI assistant, 'Goodie,' revolutionising the agent experience in the commercial auto insurance sector.
Insurance agents can now:
- Generate an additional 50% quote volume with 35% improvement in agent efficiency.
- Deliver more personalised service, communicating in up to 9 languages across 50 states.
- Experience more than a 15% reduction in customer complaints and hang ups through the rapid AI call sentiment assessment.
- Provide global accessibility with reduced response times regardless of time zones.
“Pouch Insurance has created Goodie, the first-to-market AI Assistant that takes an agent’s customer from initial contact to generation and delivery of a final insurance quote,” said Pouch Co-founder and COO Gloria Guntiñas. “Goodie can collect critical information from the customer at any point in the conversation, just like a human. This seamless information gathering means the conversation is more natural, less rigid and ensures accurate information capture of the most critical details at any point in the conversation.”
“Pouch has fully tapped into the APIs and architectural flexibility of the INSTANDA digital insurance platform to go further with its AI than other virtual assistants in the industry,” noted Derek Hill, CRO and co-founder of INSTANDA. “Doing so frees agents to focus on higher-skill tasks while still maintaining control over the customer relationship with a solution that can go from initial inquiry to a final quote in mere moments. This represents the positive future of a digitally enabled insurance industry, and we are thrilled to partner with organisations like Pouch to bring that future state to today.”
Two key pillars of the Pouch AI Assistant, Goodie, include preserving the agent-customer relationship and enhancing customer interactions through multilingual capabilities. Integrating with INSTANDA, Goodie generates a complete quote, which is then handed off to the agent to finalise the sale. The second is a function of real-world customer experience: Pouch serves many insurance agencies within migrant communities, highlighting the critical importance of overcoming language barriers through its 24/7 AI Assistant Goodie.
According to Guntiñas, Goodie integrates with INSTANDA’s insurance agency architecture and advanced application program to further enhance the agent experience. The Illinois-based MGA began its collaboration with INSTANDA in 2021 deploying the Pouch AI Assistant in-market within weeks. Using INSTANDA, Pouch offers master agents, sub agents and sub offices within its platform, enabling agents to maintain ownership of the customer relationship while also accurately tracking sales, commissions, and handling renewals, among other key tasks. Additional functionality includes follow-up on existing quotes and, if reviewed and approved by the agent, completion of Payment Card Industry Data Security Standard (PCI-DDS)-compliant payment transactions. Companies in this story: INSTANDA, Pouch Insurance
People in this story: Gloria Guntinas Vanzo, Derek Hill