AI Voice Solutions for Insurance Companies

AI voice solutions expand input management to include the telephone-based, synchronous input channel. Information from customer conversations can be captured, structured, and made available for downstream processes directly during the interaction.

AI creates additional capacity, particularly when dealing with accumulated or high-volume inquiries as well as seasonal peaks: Customers benefit from short or no wait times and immediate, qualified responses, while standard cases are automatically pre-screened or processed. In this way, AI Voice complements traditional input management for documents, emails, and digital forms, and connects all incoming channels into end-to-end processes.

The focus is on a seamless end-to-end business process. The goal is “dark processing”: Requests should be processed as fully as possible automatically, from the initial contact to the business processing—but not at the expense of quality. If the agent detects uncertainty, missing information, or a business exception, the case is systematically transferred to the appropriate follow-up process or employee. For example, a damage report can be directly converted into a claim that is ready for further processing.

This is particularly well-suited for processes in which similar information is regularly collected over the phone or recurring issues are handled. At the same time, AI voice solutions can provide support in situations where call volumes fluctuate significantly or where information needs to be captured quickly. Which processes can be usefully automated should be evaluated based on the specific workflow, existing systems, and customer communication requirements.

The solution identifies incomplete requests based on defined rules. Examples include missing information, low processing reliability, required authentication, business exceptions, or compliance-related cases.

The task is then handed off in a controlled manner to the appropriate employee or to the next process. This can be done directly during the conversation or at a later time.

In this process, the previous context of the conversation, the identified intent, and the information already collected are all taken into account. The customer does not have to explain their request in full again.

Arvato Systems helps insurance companies integrate voice-based customer interactions with existing business and service processes. The Arvato Systems Voice Engine brings together expertise in voice, AI, data, and industry-specific knowledge in a technology-agnostic solution. The focus ranges from the intelligent capture and structuring of conversation content to integration with line-of-business systems, contact center environments, and downstream processes.

Arvato Systems supports insurance companies, banks, and financial service providers with intelligent solutions for digitization and automation in incoming mail management, claims management, output management, and customer communications. The goal is to take an end-to-end approach to processes, making them more efficient, transparent, and customer-focused. AI-powered voice solutions complement this approach by enabling intelligent processing of the incoming telephone channel.