Insurance
Assistance that can listen, look up and hand off.
Phone, WhatsApp and e-mail agents take assistance requests, answer from approved policy material and hand over to your team with a structured request. This is a product example, not a customer case.
My car stopped on the A1 near Hammamet. I have a flat tyre and no spare.
- Roadside assistance
- Location: A1 · Hammamet
- Cause: flat tyre
Are you and your passengers in a safe place away from traffic? I will prepare the assistance request.
Prepared for your team
Assistance request- Location
- A1 near Hammamet
- Vehicle
- Passenger car
- Situation
- Flat tyre, no spare
Why teams start here
Where service slows down today.
Peaks you cannot staff for
Breakdowns cluster on weekends, holidays and bad-weather days, when queues are already longest.
Details collected twice
Location, vehicle and contract details are often asked once on the line and again by the assistance team.
Questions that stall a file
Customers ask what is covered and what to send. Every unanswered question delays the next step.
Requests the agent handles
Where the work sits
One interaction can cover the roadside need, a contract question and the first orientation of a claim.
- 01
Roadside assistance
Hear the situation and follow the approved assistance steps.
Example request My car broke down on the highway. Is towing covered?
Collects - 02
Contract information
Answer from approved policy material, not from an open web search.
Example request Does my contract include a replacement vehicle?
Collects - 03
Claim orientation
Collect what the procedure asks, then transfer when a person must continue.
Example request I had a minor accident. What do I need to send?
Collects
Channels
Where your customers reach the agent.
The same agent, knowledge and rules on every channel below.
Phone
Answers and places calls in real time over your SIP trunk or Twilio numbers.
WhatsApp
Conversations on WhatsApp Business, with buttons, media and shared locations.
Website chat
A chat widget added to your site with one snippet, limited to the domains you allow.
E-mail
Reads a shared inbox and replies in the thread, automatically or as a draft to approve.
- Real-time streaming
- Callers can interrupt
- Phone keypad input
- Transfer to a person
How it is built
The agents, knowledge and controls behind this example.
An example set-up in Liberrex AI & Agents. You choose the agents, channels and rules for your own deployment.
- Phone agent · inbound assistance calls
- WhatsApp & SMS agent · written requests and shared locations
- E-mail agent · claim document questions
- Outbound caller · renewal reminders
Knowledge
Policy wordings, assistance procedures and the list of claim documents, uploaded or connected from SharePoint or Google Drive. Answers cite their source.
Tools and integrations
HTTP tools look up a contract or create the assistance request in your claims system. A task agent can extract the details from claim documents.
Guardrails and escalation
Coverage and claim decisions are topics the agent does not handle. Escalation rules transfer injuries or danger to a person with the transcript. Card and ID numbers are kept out of replies.
Quality for AI and human agents
Assistance calls handled by people and by the AI agent are scored on the same scorecard: safety question asked, location confirmed, next step explained.
Outbound campaigns
Example: a renewal reminder campaign by phone or WhatsApp, within set hours, with retries and a log for each customer.
Languages
Tunisian Arabic (Derja) on calls and in messages, Arabizi in writing, French, English and Modern Standard Arabic.
Step by step
One assistance journey
A caller says the vehicle has stopped. The agent confirms the need, retrieves the assistance procedure, uses only allowed case data, and transfers if the situation is outside its limits.
Voice or digital intake
The customer calls or writes. The agent identifies the request.
Approved procedure
The agent follows the assistance procedure your team approved.
Allowed case data
Only the case data the agent is allowed to read is used.
Action or transfer
A structured request is prepared, or the call is transferred.
A transcript the next person can read
The next person reads the transcript instead of starting over.
The person takes back what the agent must not decide
Coverage decisions and exceptions stay with the team. The agent’s job is the defined assistance path.
The agent handles
- Collecting location, vehicle and situation
- Answering from approved contract material
- Listing the documents a procedure requires
- Transferring with the full conversation
Your team keeps
- Coverage decisions
- Exceptions and disputes
- Claim assessment
- Approved knowledge
- Allowed operational data
- Explicit handoff
Insurance questions
AI agents for insurance, answered.
Which AI agents does an insurer typically use?
For example: a phone agent for inbound assistance calls, a WhatsApp & SMS agent for written requests and shared locations, an e-mail agent for claim document questions and an outbound caller for renewal reminders. Each one starts from a template, such as claim intake or roadside assistance on WhatsApp, or from a blank agent.
Does the AI agent decide on coverage or claims?
No. Coverage decisions, exceptions, disputes and claim assessment stay with your team. The agent collects information, answers from approved policy material with cited sources and transfers the conversation when a person must decide.
What happens if a caller reports an emergency or injuries?
Escalation rules you configure transfer the conversation to a person, with the transcript and the details already collected. Guardrails also check every reply before it is sent, for example to keep card numbers or ID numbers out of the answer.
Can the agent remind customers about renewals?
Yes, as an example of an outbound campaign: you upload or map a contact list, choose the channel (phone, WhatsApp, e-mail…), the days and time window and the number of attempts. Each attempt is logged per person. Renewal terms and commercial decisions stay with your team.
How do we check the quality of AI and human conversations?
With Quality. Uploaded call recordings, e-mails, chats and AI-agent conversations are scored against your scorecards, with evidence, sentiment, outcome and escalation risk. You can also search all conversations in plain language and save searches with alerts.
Does the agent understand Tunisian Arabic?
Yes. Liberrex speech models recognise and speak Tunisian Arabic (Derja), alongside French, English and Modern Standard Arabic. Written journeys also handle Arabizi, Tunisian Arabic typed in Latin characters.