Vertafore, an InsurTech firm specialising in insurance distribution technology, has rolled out its Velocity Coach Agent, an AI tool built to give independent insurance agency staff instant guidance without leaving the systems they rely on daily.
The new agent is offered within Vertafore’s AgencyOne platform alongside AMS360 and Sagitta. It responds to product-related and procedural queries by drawing on Vertafore’s own documentation, and can also tap into an agency’s internal standard operating procedures (SOPs) where these have been set up. Each response is supported by cited sources and delivered inside the management system itself.
According to the company, staff frequently have to pause their work when they encounter an unfamiliar task, need to locate a particular procedure or are getting to grips with a new system. This often means trawling through manuals, approaching co-workers or reaching out to support teams, which drains productivity and makes it harder for agencies to apply their processes uniformly.
With Coach Agent, users can pose questions in everyday language, check the underlying sources and follow up with further queries for extra context, all within AMS360 or Sagitta. Vertafore said internal trials showed the tool cut the time taken to locate answers by as much as 88%.
The company highlighted three main use cases. First, it can help newer team members become effective more quickly, guiding them through tasks ranging from logging client payments to handling policy endorsements. Second, it aims to stop less familiar or occasional activities, as well as product updates, from holding staff up. Third, by referencing an agency’s own documentation and SOPs, it is designed to encourage more uniform handling of tasks across teams.
Coach Agent forms a central part of Vertafore’s Agentic Agency strategy, which seeks to embed AI across sales, submissions, service, accounting and intelligence workflows. The firm’s wider AI efforts are intended to help independent agencies reach what it calls Distribution Velocity, cutting friction, speeding up operations and surfacing insights to inform decision-making.
Vertafore president and chief AI officer James Thom said, “Think about what happens when someone in an agency has a question. They stop what they’re doing, turn to a colleague for help, and now two people have stepped away from their work.
“Multiply those interruptions across an agency, every day, and the impact adds up. Coach Agent gives people a way to get answers and keep moving, while building the knowledge and confidence to handle more on their own.”
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