Listen to this claims call. Thanks for calling claims. This is Jen. Can I start with your policy number and date of birth? Sure. Policy number is [bleep]. Date of birth [bleep]. I live at [bleep]. For the rental car, you can put it on my card [bleep]. You just heard a policy number, a birth date, and a card number disappear from a recording. That's one call. Luis's team takes thousands. Every one of those calls is a record and a risk. Payment and health details sit in the archive.
Quality reviewers hear only a sample. Agents dig through policy forms while the caller waits. And J.D. Power found 22% of claims customers still use more than one channel to get one answer. Luis runs the claims contact center for an auto and home carrier. He wants three things: no payment data in the archive, every call reviewed, and agents who answer right the first time. So, what happened on the calls today? Instead of a sample, every recorded call gets a summary, a sentiment score, and the team's own QA checks, each tied to the moment that proves it.
This one is at the top for a reason. The agent never confirmed rental coverage. Why didn't the agent know? Next time, she won't have to dig. She asks whether the policy covers a rental after a not-at-fault collision and gets the policy wording back with the page it came from. And it stays under your control, on AWS, Azure, any cloud, on premises, or fully air-gapped with the AI models you choose. Every answer is cited, review checkpoints fit into any workflow, and agent activity goes into the audit log.
How do the next new hires learn it? The best calls become a course, video, quizzes, and completion tracking. New agents learn from real examples, and Luis can see who's finished. It connects to the systems the contact center already lives in, Salesforce and ServiceNow, Microsoft Entra ID and Okta for sign-in, SharePoint and OneDrive for the forms, and Guidewire ClaimCenter on request. Anything else is built to your requirement or reached through an MCP server or a REST API.
Calls cleaned, calls reviewed, answers sourced, and new agents trained on what good sounds like. Send us a day of claims calls, and we'll show you what's in them. Request a demo at vidizmo.ai.
