Charles Taylor InsureTech, a long-standing provider of advanced technology to the global insurance industry, has introduced agentic AI agents as part of its strategy to enhance customer experience and drive operational efficiency by harnessing the latest advancements in artificial intelligence.
Agentic AI differs from generative AI by operating autonomously to take real actions — such as triaging a claim or pre-validating documentation — without waiting for human input. Unlike generative AI, which focuses on creating content, agentic AI executes purposeful tasks in real time, making it particularly suited for insurance processes such as claims handling, underwriting, risk assessment, and policy administration.
AI agents are now a powerful addition to InHub, Charles Taylor InsureTech’s SaaS platform. InHub offers an API-first middle layer that bridges legacy systems with modern technologies, enabling digital modernisation through smooth integrations and modular deployments.
Using InHub, insurers can rapidly integrate a suite of AI agents that are optimised to perform insurance tasks with speed and precision. These agents operate across multiple digital channels — including portals, email, chat, voice, and WhatsApp — allowing customers to interact with insurers on their own terms, anytime, anywhere, with a high level of personalisation.
The AI agents elevate the customer experience by streamlining processes, improving responsiveness, and enabling real-time decisions. FNOL, quote and bind, document handling, and other core insurance workflows are accelerated; accuracy is enhanced through dynamic data analysis; and insurers are seeing up to 20–30% reductions in operational costs by automating high-frequency interactions through always-on AI agents.
“Our native AI agents provide instant responses to queries about quotes, policies and claims,” says Arjun Ramdas, Charles Taylor InsureTech’s CEO. “It’s a 24/7 omnichannel service that ensures personalised guidance with shorter waiting times, frictionless onboarding, and unified data flows. By focusing on digital channels such as WhatsApp, agentic AI meets the expectations of today’s consumers, who prioritise availability and self-service, while cutting distribution and servicing costs.”
AI agents reinforce the versatility and functionality of the InHub platform, which is designed to integrate existing and emerging technologies into a unified, scalable insurance ecosystem. As AI matures through real-world learning and feedback, agentic models will evolve to handle more complex insurance workflows — making InHub an increasingly valuable asset in long-term digital transformation strategies.
