Press Release
Talkdesk AI Agents for Insurance delivers transformational efficiency and elevated experiences with next-generation intelligent automation
Purpose-built, omnichannel platform combines AI agents and multi-agent orchestration to automate end-to-end workflows, reduce costs and risk, and deliver faster, more empathetic experiences
PALO ALTO, Calif. — October 27, 2025 — Talkdesk®, Inc. today introduced Talkdesk AI Agents for Insurance, a new suite of intelligent automation capabilities purpose-built to help insurers streamline operations, strengthen compliance, and enhance customer and employee experiences across the policy and claims lifecycle. Built on the Talkdesk Customer Experience Automation (CXA) platform, AI Agents for Insurance combines agentic AI and multi-agent orchestration to automate and manage complex workflows — from coverage validation and First Notice of Loss (FNOL) to checking on claim status, upcoming bill payment, and getting a new quote.
Insurers face rising claim volumes, regulatory pressure, and growing expectations for immediacy and transparency. Yet legacy, fragmented systems and manual processes often result in slow, costly, and inconsistent experiences. Talkdesk AI Agents for Insurance overcomes these challenges with pre-built AI agents for insurance-specific workflows, no-code configuration for rapid deployment, and seamless integration with policy administration, claims management, billing management, and customer relationship management (CRM) systems that accelerate time to value.
Moving beyond isolated automations, multi-agent orchestration coordinates both AI and human agents across departments and systems to complete end-to-end workflows quickly and accurately, at scale. This intelligent, collaborative approach results in straight-through processing for many high-frequency, standard cases, reduced manual effort and rework, and improved consistency and quality of interactions.
For example, when a policyholder reports an auto accident, coordinated AI agents can verify identity, assess fraud risk, collect claim details, and generate a complete claim record for adjuster review—managing in minutes what once required multiple handoffs across departments.
“The launch of this unified platform represents the next evolution of intelligent insurance operations,” said Tiago Paiva, chief executive officer and founder of Talkdesk. “By pairing secure agentic AI with multi-agent orchestration, Talkdesk is helping insurers drive operational efficiency and cost reduction while delivering the kind of responsive, empathetic service that builds lifelong policyholder trust.”
Key capabilities include:
- Human-like self-service for diverse communities: 24/7 multilingual automation for policy information, payments, and claims intake across voice and digital channels.
- Employee empowerment: Real-time Copilot guidance, continuous context sharing between agents, automated QA, and AI-powered knowledge surfacing help adjusters and agents make faster, more compliant decisions with less manual effort.
- Autonomous operations: Specialized AI agents orchestrate policy, claims, billing, and compliance workflows using context and data from systems like Guidewire, Duck Creek, and Salesforce.
- Expedited payment collection and increased sales: Proactive outbound engagement helps payment collection by notifying customers of upcoming or past-due payments. This strategy also generates higher revenue by delivering marketing product offers across a variety of channels.
- Built-in compliance and governance: Enterprise-grade orchestration layer includes built-in security, oversight, and transparency. Automated audit trails, documentation and anomaly detection minimize risk and leakage.
Talkdesk is helping insurance companies worldwide transform their CX through the power of AI, including:
Arbella Insurance: achieved a 20% improvement in service levels and reduced average handle time (AHT) by up to 45 seconds, along with a 3% CSAT lift through unified orchestration and self-service automation.
Nassau Financial Group: realized a 4.5% reduction in transfer rates, a 90-second reduction in AHT and sustained customer loyalty, reflected in a 4.9/5.0 Trustpilot rating for service quality and reliability.
About Talkdesk
Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle.
At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability.
Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace.
Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
Media Contact:
Talkdesk Public Relations