Build a Voice AI That Understands Your Insurance Agency
Syntora builds tailored voice AI solutions for local insurance companies. These systems handle inbound calls, qualify new leads, and book appointments automatically.
A system for a single-location agency with one phone line and a simple appointment calendar is typically a 2-week build. An agency with multiple office lines, complex claims routing logic, and integrations into a custom Agency Management System (AMS) requires a 4-week build cycle.
We built a voice AI for a 6-person property and casualty agency that was missing 30% of their inbound calls. The system went live in 3 weeks, now handles over 80 calls per day, and books 15 qualified client appointments per week directly into their adjusters' calendars.
What Problem Does This Solve?
Most insurance agencies rely on a standard IVR system. This forces callers into a rigid menu: 'Press 1 for sales, press 2 for claims'. A potential client saying, 'I just bought a new car and need to update my policy' has no valid option and gets frustrated. The system cannot understand natural language, leading to hang-ups and lost business.
Modern VoIP services like RingCentral or Dialpad offer AI features, but they are generic. They can transcribe a voicemail, but they cannot perform multi-step actions specific to an insurance agency. They cannot look up a policy number in your AMS, confirm coverage details, and then schedule a follow-up with the correct adjuster. They are built for call forwarding, not for completing revenue-generating tasks.
A 12-person agency we worked with had one receptionist managing all calls. Between 10 am and 2 pm, new leads waited on hold for over 5 minutes. They tried a virtual receptionist service, but the remote agents could only take messages, creating a 4-hour delay for simple inquiries like 'Does my policy cover a rental car?'
How Does It Work?
We start by analyzing 100 of your recent call recordings to map the top 5-7 caller intents, such as 'get a new quote' or 'file a claim'. We use a classification model fine-tuned on Anthropic's Claude 3 Sonnet to categorize a caller's goal with 95% accuracy within the first 15 seconds of the call.
The core system is a Python application built with the FastAPI framework and deployed on AWS Lambda. When a caller wants to file a claim, the application collects their name, policy number, and incident details. It then queries your Agency Management System through a secure API to validate the policy. This entire interaction, including natural language understanding and AMS lookup, completes in under 800ms.
For a qualified new lead, the system checks calendar availability using the Microsoft Graph API or Google Calendar API. It offers the caller three available slots for a consultation and confirms the booking on the call. The system then sends a calendar invitation and creates a new contact in your CRM with the call transcript attached. This automated booking process takes less than 90 seconds, a significant reduction from the 6-minute average for a human receptionist.
We deploy the entire system on serverless infrastructure, which typically costs under $50 per month for up to 5,000 calls. We implement structured logging with `structlog`, making every call fully auditable. If the AI cannot resolve a caller's request after two attempts, the call is automatically forwarded to a human agent's phone, with the transcript texted ahead of the transfer.
What Are the Key Benefits?
Answer Every Call on the First Ring
Eliminate hold times and missed opportunities. The AI handles up to 50 concurrent calls, ensuring no new lead ever reaches a voicemail inbox.
Pay for the Build, Not by the Minute
A one-time fixed price for development and a low, flat monthly maintenance fee. No per-call charges or escalating subscription costs that grow with call volume.
Receive the Full Source Code and Runbook
The complete Python codebase is delivered to your GitHub account. You are never locked into our service and can have any developer manage it in the future.
Know About Problems Before Clients Do
We configure real-time alerting. If an API connection to your CRM fails, we receive an alert and fix it, often before the next call even comes in.
Connects Directly to Your AMS and Calendars
Direct API integrations with your Agency Management System, CRM, and Google or Microsoft calendars mean no manual data entry is required after a call.
What Does the Process Look Like?
Week 1: Scoping and Call Analysis
You provide access to your phone system and call logs. We analyze common caller intents and map out the required logic and integrations for your specific agency.
Week 2: Core AI and Integration Build
We build the core FastAPI service and connect it to your CRM and calendar APIs. You receive a private phone number to test the AI's responses and logic.
Week 3: Deployment and Live Traffic
We port your main business number to the new system and monitor the first 100 live calls. You receive a daily report on performance and call outcomes.
Week 4+: Monitoring and Handoff
We monitor the system for one month after launch, tuning responses as needed. You receive the final source code, full documentation, and a runbook for maintenance.
Frequently Asked Questions
- How much does a custom voice AI cost?
- The cost depends on the number of unique tasks the AI must perform (e.g., quote, claim, booking) and the APIs it needs to connect to. A simple system for one phone line with a calendar integration is a 2-week project. A multi-line system with custom AMS integration takes closer to 4 weeks. We provide a fixed-price quote after our initial discovery call.
- What happens if the AI misunderstands a caller?
- If the AI fails to understand the caller's intent after two prompts, it automatically says, 'I'm having trouble understanding, let me connect you to a human agent.' The call is then routed to a pre-defined phone number. The full transcript of the failed interaction is logged for us to review and improve the system's training.
- How is this different from a service like Smith.ai?
- Virtual receptionist services like Smith.ai use human agents following a script. They cannot access your internal systems in real-time. Our solution is a true AI that integrates directly with your AMS and calendar APIs to perform tasks instantly, like looking up policy details or booking appointments, not just taking messages for a callback.
- Can it understand different accents and dialects?
- Yes. We use state-of-the-art speech-to-text models trained on millions of hours of diverse audio. The system performs very well with regional American accents. During the initial analysis, we review your call recordings to identify any specific local phrases or jargon that we need to add to the model's vocabulary to increase accuracy.
- How do you handle sensitive client information?
- The system processes data in memory and does not store personally identifiable information (PII) long-term. Any sensitive data required for an API lookup, like a policy number, is passed directly to your system and is not retained by us. Call transcripts are stored temporarily for debugging and can be configured to automatically redact numeric identifiers.
- What if we need to change the call script or add a new option?
- Minor script changes, like updating business hours or changing a greeting, are included in the optional monthly maintenance plan and are done within 24 hours. Adding a completely new function, such as taking a payment over the phone, would be scoped as a small, separate project. The runbook we provide documents how to make simple text changes yourself.
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