Get After-Hours Voice AI for Your Insurance Business
Yes, hire an AI agency for a custom after-hours voice AI that integrates directly with your agency management system. Off-the-shelf systems cannot handle complex insurance queries, leading to lost leads and frustrated clients.
A custom voice AI does more than take messages. It qualifies new quote requests, logs a First Notice of Loss (FNOL), answers policy questions, and schedules callbacks. This requires direct API integration with your specific Agency Management System (AMS), like Applied Epic or Vertafore AMS360, which generic tools cannot do.
We built a system for a 15-person independent agency that was receiving 50 after-hours calls per week. Their old service only sent voicemail emails. The new AI handles 80% of calls without human review, logs claims directly into their AMS, and cut average callback time from 12 hours to under 15 minutes.
What Problem Does This Solve?
Most insurance agencies start with their VoIP provider's standard after-hours service. This is usually a simple phone tree (IVR) that routes to a voicemail box. These systems fail because they cannot understand intent. A caller saying "I had an accident" gets the same generic "leave a message" prompt as someone asking for business hours. This frustrates clients in urgent situations and leads to them calling a competitor.
A more technical agency owner might try a cloud call center platform like Twilio Studio. These visual builders seem powerful but fail at the point of integration. They cannot natively connect to an insurance AMS to validate a policy number or create a structured claim record. The workflow for parsing unstructured speech like "My basement is flooded and the water is rising" into a clean FNOL report is far beyond the scope of a drag-and-drop interface.
This creates a critical failure point. A client calls at 10 PM about a burst pipe. The voicemail-to-email system works, but the on-call agent's inbox is flooded. They don't see the urgent email for three hours. By then, the client feels ignored, the damage has worsened, and the agency has failed its first duty during a crisis. The problem is not message-taking, but the lack of immediate, intelligent action.
How Does It Work?
We build a production-grade voice AI system using Python and FastAPI that acts as a webhook for your phone provider. When a call comes in after hours, it is routed to our service. We use Twilio's API to manage the call flow, transcribing the caller's speech to text in real-time with a latency under 300ms.
The core logic uses the Claude 3 Sonnet API to understand the caller's intent. The AI is given a detailed system prompt that includes your agency's specific procedures for handling the 3-5 most common after-hours requests, from FNOL to new client quotes. The AI's response is generated, converted to speech, and played back in under 2 seconds, creating a natural conversational flow.
Once the AI captures the necessary information, such as a policy number and description of an incident, the FastAPI service formats this data into a structured JSON object. It then makes an authenticated API call using httpx to your AMS, whether it's Vertafore AMS360, Applied Epic, or another platform. This creates the claim or lead record instantly. The entire system is deployed on AWS Lambda, where a typical 4-minute call costs less than $0.20 to process.
Every call transcript and the AI's final structured output are logged to a Supabase database for auditing. If the AI cannot understand a caller after two attempts, or if it detects high levels of distress, the call is automatically transferred to a live person. This ensures a human is always the final backstop for complex or emotionally charged situations.
What Are the Key Benefits?
Handle Claims in 90 Seconds, Not 12 Hours
Capture First Notice of Loss details instantly and create a record in your AMS before the call even ends. No more waiting for morning voicemail checks.
Pay Per Call, Not Per Agent Seat
Our AWS Lambda deployment means you pay for usage, typically under $50/month. This avoids the high fixed costs of traditional call center software.
You Receive the Full Source Code
We deliver the complete Python codebase to your GitHub account. You own the system, free from vendor lock-in or recurring license fees.
Alerts When the AI Gets Stuck
If the AI cannot resolve a query after two tries, it sends an alert with the call transcript to your on-call team and transfers the caller to a live agent.
Plugs Directly Into Your AMS
Direct API integration with Vertafore, Applied, and other insurance-specific platforms. Data flows into your existing workflow without new dashboards.
What Does the Process Look Like?
System Mapping and Access (Week 1)
You grant read-only API access to your AMS and provide documentation for your current phone system. We define the exact logic for 3-5 key call types.
Core AI and Integration Build (Week 2)
We build the FastAPI application and integrate the Claude 3 API for conversation handling. You receive a private test number to interact with the AI.
Deployment and Live Testing (Week 3)
We deploy the system to AWS Lambda and connect it to your primary business line. You receive the full source code in your GitHub repository.
Monitoring and Handoff (Week 4)
We monitor all calls for one week post-launch to fine-tune prompts and error handling. You receive a runbook detailing how to view call logs.
Frequently Asked Questions
- How much does a custom voice AI system cost?
- Pricing is a fixed, one-time fee based on complexity. Key factors include the number of call types to handle and the specific AMS integration required. A system for FNOL only will differ from one that also handles payments and quote requests. We provide a fixed-price proposal after a discovery call.
- What happens if the AI misunderstands a client with a heavy accent?
- The system is designed to fail gracefully. If the AI's confidence score on an intent is low, or if it asks for clarification twice without success, the logic automatically routes the caller to a human. This could be a 24/7 TPA service you use or an on-call agent's mobile. This prevents client frustration and ensures critical calls are always handled.
- How is this better than a live answering service like Smith.ai?
- Live answering services are people reading from a script. They cannot integrate with your AMS to create a claim record or check policy status in real-time. Syntora's system is an integrated part of your operations. It logs structured data directly into your core systems, eliminating the manual data entry that follows a call with a live receptionist.
- Does this work with our existing business phone number?
- Yes. We use your existing VoIP provider's SIP forwarding feature to route after-hours calls to the AI system. This is the most common approach and does not require changing the phone number your clients already know and trust. There is no need to port your number or change providers.
- Is the call data secure and compliant for the insurance industry?
- Yes. All call transcripts and recordings are processed in memory and not stored long-term, unless you require it. Any data written to our logging database (Supabase) is encrypted at rest and in transit. We can build the system to meet specific state-level insurance compliance requirements for data handling and disclosures.
- What maintenance is required after the initial build?
- The system runs on serverless AWS Lambda, which requires no server management from you. We offer an optional flat monthly maintenance plan that covers prompt updates, dependency upgrades, and on-call support for any API failures. Most clients require fewer than 2 hours of maintenance per quarter after the first month.
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