Problem
Insurance agencies handle thousands of repetitive policyholder requests daily. COI requests are a common bottleneck in commercial insurance, requiring manual lookup, verification, and document generation. FNOL calls require perfect data entry under time pressure. Policy inquiries make up a large share of call volume but require zero judgment. And renewal management suffers because agents are overwhelmed by everything else.
Solution
A Salesforce AI agent that automates the four highest-volume P&C insurance workflows from a single interface. Claims get classified and routed to the right adjuster. COI requests get processed with automatic turnaround tracking. Policy renewals surface proactively with cross-sell opportunities. And policy inquiries resolve in one turn by querying all 16 fields automatically.
Demo
Results
- 42 custom fields across 3 Salesforce objects
- 3 pre-configured demo personas
- 4 P&C workflows fully automated
Hub-and-spoke architecture: a central topic router with forceful instructions ('Your ONLY job is to route. NEVER answer yourself.') prevents the LLM from attempting to help without executing the proper action first. Priority-ordered routing with first-match-wins: Claims keywords always route first regardless of other terms in the message. (1) FNOL/Claims Intake uses two deterministic classification algorithms: priority tiers (Critical: total loss/fatality/structural collapse, High: accident/flood/theft, Medium: default, Low: cosmetic damage) and adjuster team assignment by claim category. Creates Claim__c record, queries back the auto-number. (2) COI Request creates COI_Request__c with Status=Submitted, Date_Requested=today, reference number, and realistic turnaround timeline. (3) Renewal & Cross-Sell queries ALL active policies for the policyholder (not just one), finds the soonest expiring policy, checks the 60-day renewal window, then runs portfolio-level coverage gap analysis: Auto without Umbrella → suggests Umbrella; Property without GL → suggests GL; etc. (4) Policy Inquiry queries all 16 Policy__c fields. Auto-lookup: Policy Inquiry and Renewal call actions immediately on topic entry since policyholder_email is already bound from verification: one-turn resolution, no questions asked.
Tech Stack
- Salesforce Agentforce
- Agent Script DSL
- Apex
- Autolaunched Flows
- SOQL
- ExternalCopilot
- EinsteinServiceAgent
- Custom Objects