Quant AI, an agentic AI systems developer, has unveiled AI agent Ava at the IBM Think Conference.
Ava is an AI-powered contact centre solution developed in partnership with IBM, combining voice and digital chat capabilities to help policyholders access information and support across a range of enquiries, including policies, claims, payments and documentation.
The agent is capable of authenticating customers, processing payments, sending forms and escalating complex cases to human agents whilst retaining full context throughout. It operates in both English and Spanish.
The solution has already delivered measurable results: Ava is resolving 84% of calls, average call handling time has fallen from 11 minutes 30 seconds to 8 minutes 30 seconds, and first call resolution rates have risen from 71% to 86%.
The collaboration is already live with Fortitude Re, a reinsurance solutions provider, where the technology is being used to reshape how policyholders receive support.
Quant AI CEO Chetan Dube said, “In three years, every company will be running an agentic enterprise. The challenge is getting from fragmented automation to true end-to-end intelligence. Most businesses are missing the connective tissue – the reasoning layer that links systems, people and decisions together. That’s what makes our work with IBM different: we’re building a true active reasoning conveyor belt that seamlessly connects both AI and humans to unlock real enterprise gains.”
IBM global managing partner Yogi Goyal said, “For 25 years I’ve been working with insurance carriers to resolve this issue, but it was always about incremental solutions. With Quant, it moves to exponential—resulting in a truly AI‑first customer experience.”
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