2025 Guide to Using Voice AI in Insurance Call Centers
Amir Prodensky
CEO
Aug 5, 2025
12 min read
Everything you need to know to start using Voice AI in your call center
If you’d asked me 2 years ago whether voice AI would really work in insurance call centers, I probably would’ve said, “Maybe someday.”
Well…someday is now.
In 2025, voice AI isn’t just a cool tech demo. It’s actually working. Real insurers are using it to answer policy questions, handle claims, qualify leads, and even schedule appointments.
Automatically, accurately, and 24/7.
I’ve spent the last year talking to carriers, MGAs, and brokers who’ve made the switch. And I’ve seen what works (and what doesn’t).
This guide is everything I wish I had when I started exploring voice AI. You’ll learn:
What voice AI really is (and what it’s not)
Where it adds value today
How to roll it out smoothly
What results to expect
Let’s dive in and make this the year your call center gets a whole lot smarter.
What is call center voice AI and why does it matter in 2025?
Voice AI is technology that lets machines understand, interpret, and respond to human speech in real time. Think of it as smart voice assistants – built not just to talk, but to actually help.
So, why is it everywhere now?
Because the tech has finally caught up. Thanks to better speech recognition, faster processing, and AI models trained on real conversations, voice AI can now carry out useful, human-sounding phone calls.
And it doesn’t get tired, frustrated, or make careless mistakes.
We’re seeing a major shift away from old-school IVR systems – you know, the “Press 1 for billing, press 2 for claims” kind. They’re slow, rigid, and frustrating. In 2025, companies want something better. That’s where intelligent voice bots come in.
Here’s what’s driving the change:
Customers expect 24/7, instant help.
Hiring and training live agents is expensive.
AI can now handle real conversations, in a fast, accurate, and polite way.
Compliance and data security is built right into modern voice AI.
In insurance call centers especially, this is a game-changer. Voice AI can instantly pull policy data, answer common questions, route calls smartly, and even file a claim.
All without human help. That brings us to Strada.
Strada’s AI agents are built from the ground up for insurance. No generic scripts. No awkward handoffs. Just fast, smart, insurance-literate conversations that actually get things done.
Callers don’t fumble through phone trees or wait on hold. Instead, they get instant help from AI agents that understand:
What to ask during a quote intake
How to handle a COI request or billing question
How to take in a claim or provide a status update
How to schedule appointments, without back and forth
Strada comes loaded with pre-built, proven use cases like:
Policy servicing available 24/7
Renewals and quote intake to boost retention
FNOL to intake claims 24/7
Call campaigns with intelligent retries and branded caller ID
It’s not just about automation. It’s about outcomes.
Now that you know what voice AI is and why it matters, let’s break down how it actually works behind the scenes.
How does voice AI actually work?
Voice AI might seem like magic, but under the hood, it’s built on powerful (but understandable!) tech.
Let’s break it down.
Voice AI starts by turning your voice into text. That’s speech recognition.
It listens to what the caller says (no matter if it's “I need to file a claim” or “What’s my policy number?”) and instantly transcribes it into written words.
Next, a large language model (LLM) interprets the meaning.
It understands the intent behind the words, even if the caller phrases it imperfectly. For example, it knows that “I hit a deer” likely means “start an auto claim.”
From there, it decides the best next step — pulling up policy info, asking for more details, or sending the call to the right person.
Here’s what’s happening under the hood:
Voice turns into text in real time (even with background noise or different accents)
The system extracts intent (like “make a payment” or “ask about renewal”)
It pulls in relevant data from connected systems (like your CRM or AMS)
It responds conversationally, with the right tone, language, and next step
And with platforms like Strada, it doesn’t just stop at understanding. It acts: filing claims, updating records, qualifying leads, or handing off to a human with full context.
So, these three steps (hear, understand, respond) happen in milliseconds. It’s how a voice AI can hold a conversation and actually help you, not just send you in circles.
The role of large language models
In 2025, most advanced voice AI systems run on large language models (LLMs). Think of them as ultra-smart engines trained to understand and generate human language.
LLMs understand context, tone, and intent. That means fewer wrong turns in a conversation, better answers, and smarter decisions.
Thanks to LLMs, insurance voice AI call center automation today can:
Handle complex questions
Personalize responses
Ask follow-ups when needed
Sound more natural and helpful
But great performance also depends on where your voice AI runs.
You can run voice AI in the cloud or on-premise (your own servers).
Cloud-based AI is more popular:
It’s easier to scale up
Updates happen automatically
You get access to the latest models and tools
On-premise AI gives you more control and tighter data security. It’s sometimes used by insurers with strict compliance needs. But it takes more setup and upkeep.
Most modern call centers choose cloud-first, especially when they want to move fast.
And speed doesn’t just come from where it runs. It also depends on how it processes conversations.
In insurance, real-time voice AI is key. Customers call because they want help now, not a call back later.
Real-time AI listens, understands, and replies in under a second. That’s how it guides callers, answers questions, and routes leads instantly.
Asynchronous AI (used in some back-office tasks) processes calls or messages after they’re done. It's useful for follow-up tasks, audits, or training. But for live conversations? Real-time wins.
So, how does all this come together in practice?
That’s where Strada shines.
Strada’s voice AI is built for speed and accuracy – two things insurance teams care deeply about. It uses built-in AI evaluation tools to understand every call and route it instantly to the right place.
Want to qualify and route based on intent or product line? It does that automatically, so no need to “Press 1 for sales.”
Need to update a policyholder on the status of their claim? Strada can handle that too, confirming details and providing the latest update without tying up a human rep.
Understanding the tech is one thing, but where is it actually making a difference today? Let’s look at real use cases in insurance outbound call centers.
Where is voice AI used in insurance call centers today?
No matter if you're a carrier, broker, or MGA, chances are your phone lines are packed with repetitive, routine questions. That’s exactly where voice AI shines. It handles the boring stuff fast, so your team can focus on what really matters.
Let’s look at the most common ways insurers are using voice AI today.
Call type | Common scenario | What voice AI can do | Outcome |
Claims (FNOL) | “I was in an accident.” | Collect incident details, confirm coverage, start claim file | Shorter calls, faster claim routing |
Policy inquiries | “What’s my deductible?” / “When is my renewal?” | Pulls policy info, answers common questions | 24/7 self-service, no wait time |
Billing & payments | “When is my bill due?” / “Can I make a payment now?” | Gives balances, takes secure payments, sets up reminders | Faster collections, fewer dropped calls |
Renewals | “Is my policy renewing?” / “Can I update my quote?” | Confirm renewal status, collect info for new quote | Higher retention, smoother transitions |
Lead qualification | “I’m shopping for auto/home/life insurance.” | Gathers lead info, scores intent, routes to sales | Speed-to-lead in under 1 minute |
Document requests | “I need a certificate of insurance.” | Collects needed info, creates a request instantly | All info collected, request created instantly |
Appointment scheduling | “I want to talk to someone about my renewal.” | Books/reschedules appointments based on calendar availability | Fewer no-shows, better customer experience |
Most insurers use a hybrid approach: AI handles the start of the call, and hands off to a human when needed.
Here’s how that works:
AI answers and gathers key info
If the issue gets complex, the call is transferred (with full context) to a live agent
The agent picks up without needing the customer to repeat anything
This blend keeps the experience fast and human. It also opens the door for flexible support, where voice AI can offer both self-service and live assistance when it matters most.
Voice AI makes self-service feel effortless. For basic tasks (like checking a policy or making a payment) customers don’t want to wait. They want it done, now.
But sometimes, people want a human touch. That’s where assisted service comes in. Voice AI can pass relevant info, and instantly connect to a human.
You choose how hands-on the AI should be.
So where does Strada come in?
Strada takes these use cases and elevates them with insurance-trained voice AI. You’re not starting from scratch – they already speak your language.
Here’s what Strada is doing for real insurance teams today:
24/7 policy servicing → Customers can get answers anytime, even outside business hours.
Automated quote intake → Strada collects all the info needed to generate a quote, without agent input.
Instant lead qualification → Strada qualifies leads in real time and routes them based on fit, urgency, and eligibility.
Conversational appointment scheduling → Customers can book, reschedule, or cancel appointments by just speaking naturally.
It’s fast, efficient, and designed for insurance from the ground up.
Now that you’ve seen where voice AI fits in, let’s talk about what you get from it. Spoiler: it’s more than just automation.
What are the main benefits of using voice AI?
Voice AI is all about solving real problems in your call center for insurance companies.
If you’ve ever dealt with long wait times, overloaded staff, or frustrated customers, voice AI can help. Here’s how.
24/7 availability and faster response times
With voice AI, your call center for insurance agencies never sleeps. Customers can call anytime (night, weekend, or holiday) and get help instantly.
There’s no waiting for business hours. Voice AI picks up right away and gets to work.
Reduced call wait times and drop-offs
Long hold times lead to hang-ups. Voice AI can handle multiple calls at once, cutting the queue dramatically.
That means fewer dropped calls, happier customers, and no more complaints about “being on hold forever.”
Cost savings and operational efficiency
Usually nationwide insurance voice AI call center automation handles routine calls so your team doesn’t have to. That lowers labor costs and boosts productivity.
You’ll reduce the need to hire extra staff for busy seasons. And your current team can focus on higher-value tasks.
Improved customer satisfaction (when done right)
Nobody likes pressing buttons or repeating themselves. Voice AI makes it easy for customers to get what they need fast.
When it’s designed well (like Strada’s is), it sounds natural, understands intent, and helps without the friction. That’s a better experience, every time.
Scalability during peak times
When disaster strikes or peak season hits, call volume can spike. Voice AI scales instantly.
No scrambling for temps or overtime hours. Just more capacity, on demand.
Of course, no technology is perfect. Before you dive in, it’s smart to know what hurdles you might run into and how to handle them.
What challenges should you expect when using nationwide insurance voice AI call center automation?
Voice AI brings major benefits, but it’s not plug-and-play magic. There are real challenges, especially in the insurance world.
Let’s walk through what to watch out for.
Understanding complex insurance language
Insurance isn’t simple. It’s full of specific terms, edge cases, and product differences.
Basic voice bots often stumble here. They misunderstand questions or give vague answers. That’s frustrating for everyone.
Dealing with accents, emotion, and tone
People call in upset, anxious, or stressed, especially when filing claims. Add regional accents or unclear audio, and voice AI can struggle to keep up.
Good systems must understand more than just words. They need to pick up on tone and respond appropriately.
Integrating with legacy systems
Most insurers use a mix of modern tools and old-school software. Getting voice AI to connect smoothly with CRMs, AMSs, and policy systems can be tricky.
Without the right integrations, even the smartest AI ends up siloed.
Compliance with regulations
In insurance, you’re handling sensitive data. That means strict rules: HIPAA, GDPR, and others.
Your voice AI needs to handle data securely, store it properly, and stay compliant at every step.
Customer trust and comfort
Some customers love talking to AI. Others don’t trust it yet.
If the experience feels robotic or cold, they’ll ask for a human or hang up entirely. It’s all about building confidence with every interaction.
Strada was built with these challenges in mind. It solves them in smart, practical ways:
Insurance-trained models → Strada understands coverage, claims, deductibles, and more. That means fewer errors and better answers.
SOC 2 Type 2 compliance → Your data is secure and protected with enterprise-grade standards.
Data isolation → Your data is yours. Strada never uses customer data to train models.
So, while the risks are real, you’re not facing them alone. With the right partner, voice AI becomes not just powerful, but safe and reliable, too.
The good news? Those challenges are manageable. Here’s a simple roadmap to help you launch voice AI the right way.
How do you get started with voice AI insurance call center software?
Getting started with voice AI might feel like a big lift, but it doesn’t have to be. The key is to take a practical, step-by-step approach that matches your goals, your team, and your existing workflows.
Here’s how to roll out a voice AI call center with confidence (and without chaos).
#1. Assess your current call center workflows
Start with what you already have. Take a close look at:
Your call volume (daily, peak times, after-hours)
Common call types (billing, claims, policy updates, etc.)
Average handling time
Transfer rates and drop-offs
Identify where voice AI can make the biggest impact first. Hint: Look for high-volume, low-complexity calls.
Also, think about your current tech stack. What systems do your agents use daily? CRM? AMS? Claims tools? Knowing this upfront helps you choose a solution that fits.
#2. Choose the right AI platform or vendor
Not all voice AI tools are the same. Some are generic bots. Others (like Strada) are built specifically for insurance.
Here’s what to look for:
Industry-specific training (understands insurance terms, flows, and logic)
Real-time processing and smart routing
Easy integrations with your systems (no duct tape)
Security and compliance baked in
Also check for transparency. Can you test it? See transcripts? Review performance? You’ll want control, not a black box.
#3. Build a phased implementation roadmap
Don’t flip the switch all at once. Instead, roll voice AI out in phases.
Start with one use case, like policy servicing or lead qualification. Get results. Then scale to new flows like claims, billing, or onboarding.
A phased plan gives your team time to adjust, and your AI time to improve.
#4. Train the system with real-world data
Great voice AI learns from your customers. Feed it real conversations (with privacy safeguards in place). Use past call transcripts to train and fine-tune how the system responds.
The more relevant the training data, the smarter and more accurate your AI becomes.
And remember: it’s not set-it-and-forget-it. Keep reviewing and refining over time.
#5. Plan for agent support and change management
Voice AI doesn’t replace your team. It supports them.
Prepare your CSRs:
Show them how AI handles routine calls so they can focus on complex ones
Let them listen to sample calls
Give them tools to take over when needed
You’ll also want to update training, reporting, and handoff processes so everything runs smoothly.
Change can feel scary, but with the right support, your team will see the value quickly: less busywork, more meaningful conversations.
If this all sounds like a lot, don’t worry! Strada makes getting started easy.
Here’s how:
No engineering lift required → Strada plugs into your systems without a massive dev project. No need to build your own flows or custom tools.
Deploy pre-built call flows → Whether it’s sales, service, billing, or claims, Strada comes with tested, ready-to-go voice flows built for insurance.
Dedicated forward-deployed team → You’re not alone. Strada’s onboarding team handles setup, training, testing, and go-live support. We’ve done this before and it shows.
In short, you don’t need to reinvent the wheel or overhaul your tech. With Strada, you can go live quickly, get results fast, and scale up at your own pace.
Still, before you choose a platform, make sure you know what to look for. A few key features can make or break your success.
What should you look for in a voice AI insurance call center software?
Not all voice AI insurance call center software are built the same.
If you’re in insurance, you need more than just a chatbot that talks. You need a solution that understands your world and delivers results from day one.
Use this checklist when evaluating voice AI vendors. It’ll save you hours of back-and-forth later:
Must-have feature | Why it matters | Strada offers it? |
Insurance-trained LLMs | Understands claims, policies, renewals | ✅ |
Real-time call handling | Answers live calls instantly, not after the fact | ✅ |
Built-in evaluation tools | Measure accuracy, improve over time | ✅ |
CRM & AMS integration | Connects to your existing systems, no extra dev work | ✅ |
Data isolation & SOC 2 compliance | Keeps your customer data secure | ✅ |
Pre-built use cases (sales, service) | Deploy faster with proven call flows | ✅ |
No engineering lift required | Business teams can launch and manage | ✅ |
So, pick the right solution, and you’ll transform how your team works. Once you’ve picked it, it’s time to track results. Let’s walk through the KPIs that actually matter.
How do you measure success with voice AI?
Once your voice AI is up and running, how do you know it’s working?
You’ll want to track a few key metrics to make sure it’s driving real results, both for your team and your customers.
Here are the big ones to watch:
KPI | What it means | Why it matters | Good starting benchmark |
First-call resolution | Issue fully handled on first try | Higher CSAT, fewer callbacks | 70–85% |
Average handling time | How long each call takes | Faster calls = happier callers + cost savings | Under 4 minutes |
Containment rate | % of calls handled fully by AI | Measures automation success | 50–70% |
CSAT score | Customer satisfaction rating | Reflects real user experience | 80%+ |
Cost per call | Total spend per completed call | Shows ROI of automation | 30–50% lower than live |
KPIs tell you what’s working. But feedback loops make your AI better over time.
Review transcripts. Tag errors. Train on real conversations. The best voice AI solutions (like Strada) come with built-in tools to help you iterate quickly.
Keep measuring, keep refining and you’ll see performance get stronger every week.
You’re measuring impact today, but what’s coming next? The future of voice AI in insurance is already taking shape.
What does the future of AI voice call center in insurance look like?
Voice AI is moving fast and it’s only getting smarter.
Here’s what you can expect next.
Voice AI is becoming more than just a reactive tool. Instead of waiting for customers to call, it’ll start reaching out first.
You’ll see it sending reminders about expiring policies, upcoming payments, or missing documents, proactively solving problems before they even come up.
At the same time, conversations will get more personal.
Voice AI will tap into policyholder data to tailor responses based on past behavior and preferences. It won’t just recognize who’s calling. It’ll anticipate why they’re calling and guide the interaction accordingly.
This evolution doesn’t mean AI will replace human agents. In fact, the future is all about teamwork.
AI will handle routine tasks, tee up context-rich conversations, and even support agents in real time, so they can focus on moments that actually need a human touch.
It’s also getting smarter in how it listens.
Expect voice AI to understand a broader range of languages, accents, and emotional cues. If a caller sounds stressed or confused, the AI can slow down, switch tones, or smoothly hand the call to a human when needed.
And it won’t stop at service. Voice AI will start playing a bigger role in risk and compliance. It’ll spot potential fraud by flagging inconsistencies in real time during claims or underwriting, helping insurers catch problems early without slowing things down.
The future’s already arriving. With the right partner like Strada, you lead.
Looking ahead is exciting, but let’s bring it back to your business today. Is voice AI worth the investment? Let’s wrap it up with the big picture.
Final thoughts: is voice AI worth the investment?
By now, you’ve seen the power of voice AI in insurance. But is it really worth the time and money?
Let’s recap. So, is voice AI worth the investment? In most cases, yes, and here’s why.
The benefits are hard to ignore.
Voice AI gives your team 24/7 coverage, so no matter when a customer calls, someone’s always there to help. It speeds up call handling, slashes wait times, and drives down operational costs.
You’ll see happier customers and better service scores.
Plus, when call volumes spike (like during weather events or renewal season) voice AI scales instantly, no overtime or extra staffing needed.
That said, it’s not completely plug-and-play. You’ll need some upfront planning to map out workflows, train the system, and align your teams. It’s also important to choose the right platform – one that fits with your tech stack and understands insurance.
And while the technology is advancing quickly, it’s still evolving in some edge cases that require human judgment.
But in 2025, most companies say the pros far outweigh the cons. Across carriers, MGAs, and brokers, the feedback is clear: call center voice AI is no longer a “nice to have.” It’s becoming a must-have.
If you’re looking to bring leadership on board, focus on these tips:
Lead with numbers → Highlight potential cost savings, faster handling, and higher containment rates.
Start small → A pilot program shows value fast and reduces risk.
Align with business goals → Tie call center voice AI directly to growth, service quality, or compliance improvements.
Adopting early still gives you an edge. You’ll learn faster, improve quicker, and build better customer experiences than those who wait.
And why do teams choose Strada? For nationwide insurance voice AI call center automation, it makes it easy to get started and delivers value from day one.
One platform for sales, service, billing, and renewals
Trusted by leading carriers, MGAs, and brokers
Built for insurance, not just generic tech
Real ROI, real fast
If you’re exploring voice AI, we’re here to help you think it through.
From use case planning to rollout tips, we’ve worked with teams at every stage. You don’t need to have all the answers yet, just a starting point.
Want to learn more or talk through how it could work in your call center? Reach out to the Strada team – no pressure, just real guidance.
Table of Contents
Carriers, MGAs, and brokers scale revenue-driving phone calls with Strada's conversational AI platform.
Start scaling with voice AI agents today
Join innovative carriers and MGAs transforming their calls with Strada.
2025 Guide to Using Voice AI in Insurance Call Centers
Amir Prodensky
CEO
Aug 5, 2025
12 min read
Everything you need to know to start using Voice AI in your call center
If you’d asked me 2 years ago whether voice AI would really work in insurance call centers, I probably would’ve said, “Maybe someday.”
Well…someday is now.
In 2025, voice AI isn’t just a cool tech demo. It’s actually working. Real insurers are using it to answer policy questions, handle claims, qualify leads, and even schedule appointments.
Automatically, accurately, and 24/7.
I’ve spent the last year talking to carriers, MGAs, and brokers who’ve made the switch. And I’ve seen what works (and what doesn’t).
This guide is everything I wish I had when I started exploring voice AI. You’ll learn:
What voice AI really is (and what it’s not)
Where it adds value today
How to roll it out smoothly
What results to expect
Let’s dive in and make this the year your call center gets a whole lot smarter.
What is call center voice AI and why does it matter in 2025?
Voice AI is technology that lets machines understand, interpret, and respond to human speech in real time. Think of it as smart voice assistants – built not just to talk, but to actually help.
So, why is it everywhere now?
Because the tech has finally caught up. Thanks to better speech recognition, faster processing, and AI models trained on real conversations, voice AI can now carry out useful, human-sounding phone calls.
And it doesn’t get tired, frustrated, or make careless mistakes.
We’re seeing a major shift away from old-school IVR systems – you know, the “Press 1 for billing, press 2 for claims” kind. They’re slow, rigid, and frustrating. In 2025, companies want something better. That’s where intelligent voice bots come in.
Here’s what’s driving the change:
Customers expect 24/7, instant help.
Hiring and training live agents is expensive.
AI can now handle real conversations, in a fast, accurate, and polite way.
Compliance and data security is built right into modern voice AI.
In insurance call centers especially, this is a game-changer. Voice AI can instantly pull policy data, answer common questions, route calls smartly, and even file a claim.
All without human help. That brings us to Strada.
Strada’s AI agents are built from the ground up for insurance. No generic scripts. No awkward handoffs. Just fast, smart, insurance-literate conversations that actually get things done.
Callers don’t fumble through phone trees or wait on hold. Instead, they get instant help from AI agents that understand:
What to ask during a quote intake
How to handle a COI request or billing question
How to take in a claim or provide a status update
How to schedule appointments, without back and forth
Strada comes loaded with pre-built, proven use cases like:
Policy servicing available 24/7
Renewals and quote intake to boost retention
FNOL to intake claims 24/7
Call campaigns with intelligent retries and branded caller ID
It’s not just about automation. It’s about outcomes.
Now that you know what voice AI is and why it matters, let’s break down how it actually works behind the scenes.
How does voice AI actually work?
Voice AI might seem like magic, but under the hood, it’s built on powerful (but understandable!) tech.
Let’s break it down.
Voice AI starts by turning your voice into text. That’s speech recognition.
It listens to what the caller says (no matter if it's “I need to file a claim” or “What’s my policy number?”) and instantly transcribes it into written words.
Next, a large language model (LLM) interprets the meaning.
It understands the intent behind the words, even if the caller phrases it imperfectly. For example, it knows that “I hit a deer” likely means “start an auto claim.”
From there, it decides the best next step — pulling up policy info, asking for more details, or sending the call to the right person.
Here’s what’s happening under the hood:
Voice turns into text in real time (even with background noise or different accents)
The system extracts intent (like “make a payment” or “ask about renewal”)
It pulls in relevant data from connected systems (like your CRM or AMS)
It responds conversationally, with the right tone, language, and next step
And with platforms like Strada, it doesn’t just stop at understanding. It acts: filing claims, updating records, qualifying leads, or handing off to a human with full context.
So, these three steps (hear, understand, respond) happen in milliseconds. It’s how a voice AI can hold a conversation and actually help you, not just send you in circles.
The role of large language models
In 2025, most advanced voice AI systems run on large language models (LLMs). Think of them as ultra-smart engines trained to understand and generate human language.
LLMs understand context, tone, and intent. That means fewer wrong turns in a conversation, better answers, and smarter decisions.
Thanks to LLMs, insurance voice AI call center automation today can:
Handle complex questions
Personalize responses
Ask follow-ups when needed
Sound more natural and helpful
But great performance also depends on where your voice AI runs.
You can run voice AI in the cloud or on-premise (your own servers).
Cloud-based AI is more popular:
It’s easier to scale up
Updates happen automatically
You get access to the latest models and tools
On-premise AI gives you more control and tighter data security. It’s sometimes used by insurers with strict compliance needs. But it takes more setup and upkeep.
Most modern call centers choose cloud-first, especially when they want to move fast.
And speed doesn’t just come from where it runs. It also depends on how it processes conversations.
In insurance, real-time voice AI is key. Customers call because they want help now, not a call back later.
Real-time AI listens, understands, and replies in under a second. That’s how it guides callers, answers questions, and routes leads instantly.
Asynchronous AI (used in some back-office tasks) processes calls or messages after they’re done. It's useful for follow-up tasks, audits, or training. But for live conversations? Real-time wins.
So, how does all this come together in practice?
That’s where Strada shines.
Strada’s voice AI is built for speed and accuracy – two things insurance teams care deeply about. It uses built-in AI evaluation tools to understand every call and route it instantly to the right place.
Want to qualify and route based on intent or product line? It does that automatically, so no need to “Press 1 for sales.”
Need to update a policyholder on the status of their claim? Strada can handle that too, confirming details and providing the latest update without tying up a human rep.
Understanding the tech is one thing, but where is it actually making a difference today? Let’s look at real use cases in insurance outbound call centers.
Where is voice AI used in insurance call centers today?
No matter if you're a carrier, broker, or MGA, chances are your phone lines are packed with repetitive, routine questions. That’s exactly where voice AI shines. It handles the boring stuff fast, so your team can focus on what really matters.
Let’s look at the most common ways insurers are using voice AI today.
Call type | Common scenario | What voice AI can do | Outcome |
Claims (FNOL) | “I was in an accident.” | Collect incident details, confirm coverage, start claim file | Shorter calls, faster claim routing |
Policy inquiries | “What’s my deductible?” / “When is my renewal?” | Pulls policy info, answers common questions | 24/7 self-service, no wait time |
Billing & payments | “When is my bill due?” / “Can I make a payment now?” | Gives balances, takes secure payments, sets up reminders | Faster collections, fewer dropped calls |
Renewals | “Is my policy renewing?” / “Can I update my quote?” | Confirm renewal status, collect info for new quote | Higher retention, smoother transitions |
Lead qualification | “I’m shopping for auto/home/life insurance.” | Gathers lead info, scores intent, routes to sales | Speed-to-lead in under 1 minute |
Document requests | “I need a certificate of insurance.” | Collects needed info, creates a request instantly | All info collected, request created instantly |
Appointment scheduling | “I want to talk to someone about my renewal.” | Books/reschedules appointments based on calendar availability | Fewer no-shows, better customer experience |
Most insurers use a hybrid approach: AI handles the start of the call, and hands off to a human when needed.
Here’s how that works:
AI answers and gathers key info
If the issue gets complex, the call is transferred (with full context) to a live agent
The agent picks up without needing the customer to repeat anything
This blend keeps the experience fast and human. It also opens the door for flexible support, where voice AI can offer both self-service and live assistance when it matters most.
Voice AI makes self-service feel effortless. For basic tasks (like checking a policy or making a payment) customers don’t want to wait. They want it done, now.
But sometimes, people want a human touch. That’s where assisted service comes in. Voice AI can pass relevant info, and instantly connect to a human.
You choose how hands-on the AI should be.
So where does Strada come in?
Strada takes these use cases and elevates them with insurance-trained voice AI. You’re not starting from scratch – they already speak your language.
Here’s what Strada is doing for real insurance teams today:
24/7 policy servicing → Customers can get answers anytime, even outside business hours.
Automated quote intake → Strada collects all the info needed to generate a quote, without agent input.
Instant lead qualification → Strada qualifies leads in real time and routes them based on fit, urgency, and eligibility.
Conversational appointment scheduling → Customers can book, reschedule, or cancel appointments by just speaking naturally.
It’s fast, efficient, and designed for insurance from the ground up.
Now that you’ve seen where voice AI fits in, let’s talk about what you get from it. Spoiler: it’s more than just automation.
What are the main benefits of using voice AI?
Voice AI is all about solving real problems in your call center for insurance companies.
If you’ve ever dealt with long wait times, overloaded staff, or frustrated customers, voice AI can help. Here’s how.
24/7 availability and faster response times
With voice AI, your call center for insurance agencies never sleeps. Customers can call anytime (night, weekend, or holiday) and get help instantly.
There’s no waiting for business hours. Voice AI picks up right away and gets to work.
Reduced call wait times and drop-offs
Long hold times lead to hang-ups. Voice AI can handle multiple calls at once, cutting the queue dramatically.
That means fewer dropped calls, happier customers, and no more complaints about “being on hold forever.”
Cost savings and operational efficiency
Usually nationwide insurance voice AI call center automation handles routine calls so your team doesn’t have to. That lowers labor costs and boosts productivity.
You’ll reduce the need to hire extra staff for busy seasons. And your current team can focus on higher-value tasks.
Improved customer satisfaction (when done right)
Nobody likes pressing buttons or repeating themselves. Voice AI makes it easy for customers to get what they need fast.
When it’s designed well (like Strada’s is), it sounds natural, understands intent, and helps without the friction. That’s a better experience, every time.
Scalability during peak times
When disaster strikes or peak season hits, call volume can spike. Voice AI scales instantly.
No scrambling for temps or overtime hours. Just more capacity, on demand.
Of course, no technology is perfect. Before you dive in, it’s smart to know what hurdles you might run into and how to handle them.
What challenges should you expect when using nationwide insurance voice AI call center automation?
Voice AI brings major benefits, but it’s not plug-and-play magic. There are real challenges, especially in the insurance world.
Let’s walk through what to watch out for.
Understanding complex insurance language
Insurance isn’t simple. It’s full of specific terms, edge cases, and product differences.
Basic voice bots often stumble here. They misunderstand questions or give vague answers. That’s frustrating for everyone.
Dealing with accents, emotion, and tone
People call in upset, anxious, or stressed, especially when filing claims. Add regional accents or unclear audio, and voice AI can struggle to keep up.
Good systems must understand more than just words. They need to pick up on tone and respond appropriately.
Integrating with legacy systems
Most insurers use a mix of modern tools and old-school software. Getting voice AI to connect smoothly with CRMs, AMSs, and policy systems can be tricky.
Without the right integrations, even the smartest AI ends up siloed.
Compliance with regulations
In insurance, you’re handling sensitive data. That means strict rules: HIPAA, GDPR, and others.
Your voice AI needs to handle data securely, store it properly, and stay compliant at every step.
Customer trust and comfort
Some customers love talking to AI. Others don’t trust it yet.
If the experience feels robotic or cold, they’ll ask for a human or hang up entirely. It’s all about building confidence with every interaction.
Strada was built with these challenges in mind. It solves them in smart, practical ways:
Insurance-trained models → Strada understands coverage, claims, deductibles, and more. That means fewer errors and better answers.
SOC 2 Type 2 compliance → Your data is secure and protected with enterprise-grade standards.
Data isolation → Your data is yours. Strada never uses customer data to train models.
So, while the risks are real, you’re not facing them alone. With the right partner, voice AI becomes not just powerful, but safe and reliable, too.
The good news? Those challenges are manageable. Here’s a simple roadmap to help you launch voice AI the right way.
How do you get started with voice AI insurance call center software?
Getting started with voice AI might feel like a big lift, but it doesn’t have to be. The key is to take a practical, step-by-step approach that matches your goals, your team, and your existing workflows.
Here’s how to roll out a voice AI call center with confidence (and without chaos).
#1. Assess your current call center workflows
Start with what you already have. Take a close look at:
Your call volume (daily, peak times, after-hours)
Common call types (billing, claims, policy updates, etc.)
Average handling time
Transfer rates and drop-offs
Identify where voice AI can make the biggest impact first. Hint: Look for high-volume, low-complexity calls.
Also, think about your current tech stack. What systems do your agents use daily? CRM? AMS? Claims tools? Knowing this upfront helps you choose a solution that fits.
#2. Choose the right AI platform or vendor
Not all voice AI tools are the same. Some are generic bots. Others (like Strada) are built specifically for insurance.
Here’s what to look for:
Industry-specific training (understands insurance terms, flows, and logic)
Real-time processing and smart routing
Easy integrations with your systems (no duct tape)
Security and compliance baked in
Also check for transparency. Can you test it? See transcripts? Review performance? You’ll want control, not a black box.
#3. Build a phased implementation roadmap
Don’t flip the switch all at once. Instead, roll voice AI out in phases.
Start with one use case, like policy servicing or lead qualification. Get results. Then scale to new flows like claims, billing, or onboarding.
A phased plan gives your team time to adjust, and your AI time to improve.
#4. Train the system with real-world data
Great voice AI learns from your customers. Feed it real conversations (with privacy safeguards in place). Use past call transcripts to train and fine-tune how the system responds.
The more relevant the training data, the smarter and more accurate your AI becomes.
And remember: it’s not set-it-and-forget-it. Keep reviewing and refining over time.
#5. Plan for agent support and change management
Voice AI doesn’t replace your team. It supports them.
Prepare your CSRs:
Show them how AI handles routine calls so they can focus on complex ones
Let them listen to sample calls
Give them tools to take over when needed
You’ll also want to update training, reporting, and handoff processes so everything runs smoothly.
Change can feel scary, but with the right support, your team will see the value quickly: less busywork, more meaningful conversations.
If this all sounds like a lot, don’t worry! Strada makes getting started easy.
Here’s how:
No engineering lift required → Strada plugs into your systems without a massive dev project. No need to build your own flows or custom tools.
Deploy pre-built call flows → Whether it’s sales, service, billing, or claims, Strada comes with tested, ready-to-go voice flows built for insurance.
Dedicated forward-deployed team → You’re not alone. Strada’s onboarding team handles setup, training, testing, and go-live support. We’ve done this before and it shows.
In short, you don’t need to reinvent the wheel or overhaul your tech. With Strada, you can go live quickly, get results fast, and scale up at your own pace.
Still, before you choose a platform, make sure you know what to look for. A few key features can make or break your success.
What should you look for in a voice AI insurance call center software?
Not all voice AI insurance call center software are built the same.
If you’re in insurance, you need more than just a chatbot that talks. You need a solution that understands your world and delivers results from day one.
Use this checklist when evaluating voice AI vendors. It’ll save you hours of back-and-forth later:
Must-have feature | Why it matters | Strada offers it? |
Insurance-trained LLMs | Understands claims, policies, renewals | ✅ |
Real-time call handling | Answers live calls instantly, not after the fact | ✅ |
Built-in evaluation tools | Measure accuracy, improve over time | ✅ |
CRM & AMS integration | Connects to your existing systems, no extra dev work | ✅ |
Data isolation & SOC 2 compliance | Keeps your customer data secure | ✅ |
Pre-built use cases (sales, service) | Deploy faster with proven call flows | ✅ |
No engineering lift required | Business teams can launch and manage | ✅ |
So, pick the right solution, and you’ll transform how your team works. Once you’ve picked it, it’s time to track results. Let’s walk through the KPIs that actually matter.
How do you measure success with voice AI?
Once your voice AI is up and running, how do you know it’s working?
You’ll want to track a few key metrics to make sure it’s driving real results, both for your team and your customers.
Here are the big ones to watch:
KPI | What it means | Why it matters | Good starting benchmark |
First-call resolution | Issue fully handled on first try | Higher CSAT, fewer callbacks | 70–85% |
Average handling time | How long each call takes | Faster calls = happier callers + cost savings | Under 4 minutes |
Containment rate | % of calls handled fully by AI | Measures automation success | 50–70% |
CSAT score | Customer satisfaction rating | Reflects real user experience | 80%+ |
Cost per call | Total spend per completed call | Shows ROI of automation | 30–50% lower than live |
KPIs tell you what’s working. But feedback loops make your AI better over time.
Review transcripts. Tag errors. Train on real conversations. The best voice AI solutions (like Strada) come with built-in tools to help you iterate quickly.
Keep measuring, keep refining and you’ll see performance get stronger every week.
You’re measuring impact today, but what’s coming next? The future of voice AI in insurance is already taking shape.
What does the future of AI voice call center in insurance look like?
Voice AI is moving fast and it’s only getting smarter.
Here’s what you can expect next.
Voice AI is becoming more than just a reactive tool. Instead of waiting for customers to call, it’ll start reaching out first.
You’ll see it sending reminders about expiring policies, upcoming payments, or missing documents, proactively solving problems before they even come up.
At the same time, conversations will get more personal.
Voice AI will tap into policyholder data to tailor responses based on past behavior and preferences. It won’t just recognize who’s calling. It’ll anticipate why they’re calling and guide the interaction accordingly.
This evolution doesn’t mean AI will replace human agents. In fact, the future is all about teamwork.
AI will handle routine tasks, tee up context-rich conversations, and even support agents in real time, so they can focus on moments that actually need a human touch.
It’s also getting smarter in how it listens.
Expect voice AI to understand a broader range of languages, accents, and emotional cues. If a caller sounds stressed or confused, the AI can slow down, switch tones, or smoothly hand the call to a human when needed.
And it won’t stop at service. Voice AI will start playing a bigger role in risk and compliance. It’ll spot potential fraud by flagging inconsistencies in real time during claims or underwriting, helping insurers catch problems early without slowing things down.
The future’s already arriving. With the right partner like Strada, you lead.
Looking ahead is exciting, but let’s bring it back to your business today. Is voice AI worth the investment? Let’s wrap it up with the big picture.
Final thoughts: is voice AI worth the investment?
By now, you’ve seen the power of voice AI in insurance. But is it really worth the time and money?
Let’s recap. So, is voice AI worth the investment? In most cases, yes, and here’s why.
The benefits are hard to ignore.
Voice AI gives your team 24/7 coverage, so no matter when a customer calls, someone’s always there to help. It speeds up call handling, slashes wait times, and drives down operational costs.
You’ll see happier customers and better service scores.
Plus, when call volumes spike (like during weather events or renewal season) voice AI scales instantly, no overtime or extra staffing needed.
That said, it’s not completely plug-and-play. You’ll need some upfront planning to map out workflows, train the system, and align your teams. It’s also important to choose the right platform – one that fits with your tech stack and understands insurance.
And while the technology is advancing quickly, it’s still evolving in some edge cases that require human judgment.
But in 2025, most companies say the pros far outweigh the cons. Across carriers, MGAs, and brokers, the feedback is clear: call center voice AI is no longer a “nice to have.” It’s becoming a must-have.
If you’re looking to bring leadership on board, focus on these tips:
Lead with numbers → Highlight potential cost savings, faster handling, and higher containment rates.
Start small → A pilot program shows value fast and reduces risk.
Align with business goals → Tie call center voice AI directly to growth, service quality, or compliance improvements.
Adopting early still gives you an edge. You’ll learn faster, improve quicker, and build better customer experiences than those who wait.
And why do teams choose Strada? For nationwide insurance voice AI call center automation, it makes it easy to get started and delivers value from day one.
One platform for sales, service, billing, and renewals
Trusted by leading carriers, MGAs, and brokers
Built for insurance, not just generic tech
Real ROI, real fast
If you’re exploring voice AI, we’re here to help you think it through.
From use case planning to rollout tips, we’ve worked with teams at every stage. You don’t need to have all the answers yet, just a starting point.
Want to learn more or talk through how it could work in your call center? Reach out to the Strada team – no pressure, just real guidance.
Table of Contents
Carriers, MGAs, and brokers scale revenue-driving phone calls with Strada's conversational AI platform.
Start scaling with voice AI agents today
Join innovative carriers and MGAs transforming their calls with Strada.
2025 Guide to Using Voice AI in Insurance Call Centers
Amir Prodensky
CEO
Aug 5, 2025
12 min read
Everything you need to know to start using Voice AI in your call center
If you’d asked me 2 years ago whether voice AI would really work in insurance call centers, I probably would’ve said, “Maybe someday.”
Well…someday is now.
In 2025, voice AI isn’t just a cool tech demo. It’s actually working. Real insurers are using it to answer policy questions, handle claims, qualify leads, and even schedule appointments.
Automatically, accurately, and 24/7.
I’ve spent the last year talking to carriers, MGAs, and brokers who’ve made the switch. And I’ve seen what works (and what doesn’t).
This guide is everything I wish I had when I started exploring voice AI. You’ll learn:
What voice AI really is (and what it’s not)
Where it adds value today
How to roll it out smoothly
What results to expect
Let’s dive in and make this the year your call center gets a whole lot smarter.
What is call center voice AI and why does it matter in 2025?
Voice AI is technology that lets machines understand, interpret, and respond to human speech in real time. Think of it as smart voice assistants – built not just to talk, but to actually help.
So, why is it everywhere now?
Because the tech has finally caught up. Thanks to better speech recognition, faster processing, and AI models trained on real conversations, voice AI can now carry out useful, human-sounding phone calls.
And it doesn’t get tired, frustrated, or make careless mistakes.
We’re seeing a major shift away from old-school IVR systems – you know, the “Press 1 for billing, press 2 for claims” kind. They’re slow, rigid, and frustrating. In 2025, companies want something better. That’s where intelligent voice bots come in.
Here’s what’s driving the change:
Customers expect 24/7, instant help.
Hiring and training live agents is expensive.
AI can now handle real conversations, in a fast, accurate, and polite way.
Compliance and data security is built right into modern voice AI.
In insurance call centers especially, this is a game-changer. Voice AI can instantly pull policy data, answer common questions, route calls smartly, and even file a claim.
All without human help. That brings us to Strada.
Strada’s AI agents are built from the ground up for insurance. No generic scripts. No awkward handoffs. Just fast, smart, insurance-literate conversations that actually get things done.
Callers don’t fumble through phone trees or wait on hold. Instead, they get instant help from AI agents that understand:
What to ask during a quote intake
How to handle a COI request or billing question
How to take in a claim or provide a status update
How to schedule appointments, without back and forth
Strada comes loaded with pre-built, proven use cases like:
Policy servicing available 24/7
Renewals and quote intake to boost retention
FNOL to intake claims 24/7
Call campaigns with intelligent retries and branded caller ID
It’s not just about automation. It’s about outcomes.
Now that you know what voice AI is and why it matters, let’s break down how it actually works behind the scenes.
How does voice AI actually work?
Voice AI might seem like magic, but under the hood, it’s built on powerful (but understandable!) tech.
Let’s break it down.
Voice AI starts by turning your voice into text. That’s speech recognition.
It listens to what the caller says (no matter if it's “I need to file a claim” or “What’s my policy number?”) and instantly transcribes it into written words.
Next, a large language model (LLM) interprets the meaning.
It understands the intent behind the words, even if the caller phrases it imperfectly. For example, it knows that “I hit a deer” likely means “start an auto claim.”
From there, it decides the best next step — pulling up policy info, asking for more details, or sending the call to the right person.
Here’s what’s happening under the hood:
Voice turns into text in real time (even with background noise or different accents)
The system extracts intent (like “make a payment” or “ask about renewal”)
It pulls in relevant data from connected systems (like your CRM or AMS)
It responds conversationally, with the right tone, language, and next step
And with platforms like Strada, it doesn’t just stop at understanding. It acts: filing claims, updating records, qualifying leads, or handing off to a human with full context.
So, these three steps (hear, understand, respond) happen in milliseconds. It’s how a voice AI can hold a conversation and actually help you, not just send you in circles.
The role of large language models
In 2025, most advanced voice AI systems run on large language models (LLMs). Think of them as ultra-smart engines trained to understand and generate human language.
LLMs understand context, tone, and intent. That means fewer wrong turns in a conversation, better answers, and smarter decisions.
Thanks to LLMs, insurance voice AI call center automation today can:
Handle complex questions
Personalize responses
Ask follow-ups when needed
Sound more natural and helpful
But great performance also depends on where your voice AI runs.
You can run voice AI in the cloud or on-premise (your own servers).
Cloud-based AI is more popular:
It’s easier to scale up
Updates happen automatically
You get access to the latest models and tools
On-premise AI gives you more control and tighter data security. It’s sometimes used by insurers with strict compliance needs. But it takes more setup and upkeep.
Most modern call centers choose cloud-first, especially when they want to move fast.
And speed doesn’t just come from where it runs. It also depends on how it processes conversations.
In insurance, real-time voice AI is key. Customers call because they want help now, not a call back later.
Real-time AI listens, understands, and replies in under a second. That’s how it guides callers, answers questions, and routes leads instantly.
Asynchronous AI (used in some back-office tasks) processes calls or messages after they’re done. It's useful for follow-up tasks, audits, or training. But for live conversations? Real-time wins.
So, how does all this come together in practice?
That’s where Strada shines.
Strada’s voice AI is built for speed and accuracy – two things insurance teams care deeply about. It uses built-in AI evaluation tools to understand every call and route it instantly to the right place.
Want to qualify and route based on intent or product line? It does that automatically, so no need to “Press 1 for sales.”
Need to update a policyholder on the status of their claim? Strada can handle that too, confirming details and providing the latest update without tying up a human rep.
Understanding the tech is one thing, but where is it actually making a difference today? Let’s look at real use cases in insurance outbound call centers.
Where is voice AI used in insurance call centers today?
No matter if you're a carrier, broker, or MGA, chances are your phone lines are packed with repetitive, routine questions. That’s exactly where voice AI shines. It handles the boring stuff fast, so your team can focus on what really matters.
Let’s look at the most common ways insurers are using voice AI today.
Call type | Common scenario | What voice AI can do | Outcome |
Claims (FNOL) | “I was in an accident.” | Collect incident details, confirm coverage, start claim file | Shorter calls, faster claim routing |
Policy inquiries | “What’s my deductible?” / “When is my renewal?” | Pulls policy info, answers common questions | 24/7 self-service, no wait time |
Billing & payments | “When is my bill due?” / “Can I make a payment now?” | Gives balances, takes secure payments, sets up reminders | Faster collections, fewer dropped calls |
Renewals | “Is my policy renewing?” / “Can I update my quote?” | Confirm renewal status, collect info for new quote | Higher retention, smoother transitions |
Lead qualification | “I’m shopping for auto/home/life insurance.” | Gathers lead info, scores intent, routes to sales | Speed-to-lead in under 1 minute |
Document requests | “I need a certificate of insurance.” | Collects needed info, creates a request instantly | All info collected, request created instantly |
Appointment scheduling | “I want to talk to someone about my renewal.” | Books/reschedules appointments based on calendar availability | Fewer no-shows, better customer experience |
Most insurers use a hybrid approach: AI handles the start of the call, and hands off to a human when needed.
Here’s how that works:
AI answers and gathers key info
If the issue gets complex, the call is transferred (with full context) to a live agent
The agent picks up without needing the customer to repeat anything
This blend keeps the experience fast and human. It also opens the door for flexible support, where voice AI can offer both self-service and live assistance when it matters most.
Voice AI makes self-service feel effortless. For basic tasks (like checking a policy or making a payment) customers don’t want to wait. They want it done, now.
But sometimes, people want a human touch. That’s where assisted service comes in. Voice AI can pass relevant info, and instantly connect to a human.
You choose how hands-on the AI should be.
So where does Strada come in?
Strada takes these use cases and elevates them with insurance-trained voice AI. You’re not starting from scratch – they already speak your language.
Here’s what Strada is doing for real insurance teams today:
24/7 policy servicing → Customers can get answers anytime, even outside business hours.
Automated quote intake → Strada collects all the info needed to generate a quote, without agent input.
Instant lead qualification → Strada qualifies leads in real time and routes them based on fit, urgency, and eligibility.
Conversational appointment scheduling → Customers can book, reschedule, or cancel appointments by just speaking naturally.
It’s fast, efficient, and designed for insurance from the ground up.
Now that you’ve seen where voice AI fits in, let’s talk about what you get from it. Spoiler: it’s more than just automation.
What are the main benefits of using voice AI?
Voice AI is all about solving real problems in your call center for insurance companies.
If you’ve ever dealt with long wait times, overloaded staff, or frustrated customers, voice AI can help. Here’s how.
24/7 availability and faster response times
With voice AI, your call center for insurance agencies never sleeps. Customers can call anytime (night, weekend, or holiday) and get help instantly.
There’s no waiting for business hours. Voice AI picks up right away and gets to work.
Reduced call wait times and drop-offs
Long hold times lead to hang-ups. Voice AI can handle multiple calls at once, cutting the queue dramatically.
That means fewer dropped calls, happier customers, and no more complaints about “being on hold forever.”
Cost savings and operational efficiency
Usually nationwide insurance voice AI call center automation handles routine calls so your team doesn’t have to. That lowers labor costs and boosts productivity.
You’ll reduce the need to hire extra staff for busy seasons. And your current team can focus on higher-value tasks.
Improved customer satisfaction (when done right)
Nobody likes pressing buttons or repeating themselves. Voice AI makes it easy for customers to get what they need fast.
When it’s designed well (like Strada’s is), it sounds natural, understands intent, and helps without the friction. That’s a better experience, every time.
Scalability during peak times
When disaster strikes or peak season hits, call volume can spike. Voice AI scales instantly.
No scrambling for temps or overtime hours. Just more capacity, on demand.
Of course, no technology is perfect. Before you dive in, it’s smart to know what hurdles you might run into and how to handle them.
What challenges should you expect when using nationwide insurance voice AI call center automation?
Voice AI brings major benefits, but it’s not plug-and-play magic. There are real challenges, especially in the insurance world.
Let’s walk through what to watch out for.
Understanding complex insurance language
Insurance isn’t simple. It’s full of specific terms, edge cases, and product differences.
Basic voice bots often stumble here. They misunderstand questions or give vague answers. That’s frustrating for everyone.
Dealing with accents, emotion, and tone
People call in upset, anxious, or stressed, especially when filing claims. Add regional accents or unclear audio, and voice AI can struggle to keep up.
Good systems must understand more than just words. They need to pick up on tone and respond appropriately.
Integrating with legacy systems
Most insurers use a mix of modern tools and old-school software. Getting voice AI to connect smoothly with CRMs, AMSs, and policy systems can be tricky.
Without the right integrations, even the smartest AI ends up siloed.
Compliance with regulations
In insurance, you’re handling sensitive data. That means strict rules: HIPAA, GDPR, and others.
Your voice AI needs to handle data securely, store it properly, and stay compliant at every step.
Customer trust and comfort
Some customers love talking to AI. Others don’t trust it yet.
If the experience feels robotic or cold, they’ll ask for a human or hang up entirely. It’s all about building confidence with every interaction.
Strada was built with these challenges in mind. It solves them in smart, practical ways:
Insurance-trained models → Strada understands coverage, claims, deductibles, and more. That means fewer errors and better answers.
SOC 2 Type 2 compliance → Your data is secure and protected with enterprise-grade standards.
Data isolation → Your data is yours. Strada never uses customer data to train models.
So, while the risks are real, you’re not facing them alone. With the right partner, voice AI becomes not just powerful, but safe and reliable, too.
The good news? Those challenges are manageable. Here’s a simple roadmap to help you launch voice AI the right way.
How do you get started with voice AI insurance call center software?
Getting started with voice AI might feel like a big lift, but it doesn’t have to be. The key is to take a practical, step-by-step approach that matches your goals, your team, and your existing workflows.
Here’s how to roll out a voice AI call center with confidence (and without chaos).
#1. Assess your current call center workflows
Start with what you already have. Take a close look at:
Your call volume (daily, peak times, after-hours)
Common call types (billing, claims, policy updates, etc.)
Average handling time
Transfer rates and drop-offs
Identify where voice AI can make the biggest impact first. Hint: Look for high-volume, low-complexity calls.
Also, think about your current tech stack. What systems do your agents use daily? CRM? AMS? Claims tools? Knowing this upfront helps you choose a solution that fits.
#2. Choose the right AI platform or vendor
Not all voice AI tools are the same. Some are generic bots. Others (like Strada) are built specifically for insurance.
Here’s what to look for:
Industry-specific training (understands insurance terms, flows, and logic)
Real-time processing and smart routing
Easy integrations with your systems (no duct tape)
Security and compliance baked in
Also check for transparency. Can you test it? See transcripts? Review performance? You’ll want control, not a black box.
#3. Build a phased implementation roadmap
Don’t flip the switch all at once. Instead, roll voice AI out in phases.
Start with one use case, like policy servicing or lead qualification. Get results. Then scale to new flows like claims, billing, or onboarding.
A phased plan gives your team time to adjust, and your AI time to improve.
#4. Train the system with real-world data
Great voice AI learns from your customers. Feed it real conversations (with privacy safeguards in place). Use past call transcripts to train and fine-tune how the system responds.
The more relevant the training data, the smarter and more accurate your AI becomes.
And remember: it’s not set-it-and-forget-it. Keep reviewing and refining over time.
#5. Plan for agent support and change management
Voice AI doesn’t replace your team. It supports them.
Prepare your CSRs:
Show them how AI handles routine calls so they can focus on complex ones
Let them listen to sample calls
Give them tools to take over when needed
You’ll also want to update training, reporting, and handoff processes so everything runs smoothly.
Change can feel scary, but with the right support, your team will see the value quickly: less busywork, more meaningful conversations.
If this all sounds like a lot, don’t worry! Strada makes getting started easy.
Here’s how:
No engineering lift required → Strada plugs into your systems without a massive dev project. No need to build your own flows or custom tools.
Deploy pre-built call flows → Whether it’s sales, service, billing, or claims, Strada comes with tested, ready-to-go voice flows built for insurance.
Dedicated forward-deployed team → You’re not alone. Strada’s onboarding team handles setup, training, testing, and go-live support. We’ve done this before and it shows.
In short, you don’t need to reinvent the wheel or overhaul your tech. With Strada, you can go live quickly, get results fast, and scale up at your own pace.
Still, before you choose a platform, make sure you know what to look for. A few key features can make or break your success.
What should you look for in a voice AI insurance call center software?
Not all voice AI insurance call center software are built the same.
If you’re in insurance, you need more than just a chatbot that talks. You need a solution that understands your world and delivers results from day one.
Use this checklist when evaluating voice AI vendors. It’ll save you hours of back-and-forth later:
Must-have feature | Why it matters | Strada offers it? |
Insurance-trained LLMs | Understands claims, policies, renewals | ✅ |
Real-time call handling | Answers live calls instantly, not after the fact | ✅ |
Built-in evaluation tools | Measure accuracy, improve over time | ✅ |
CRM & AMS integration | Connects to your existing systems, no extra dev work | ✅ |
Data isolation & SOC 2 compliance | Keeps your customer data secure | ✅ |
Pre-built use cases (sales, service) | Deploy faster with proven call flows | ✅ |
No engineering lift required | Business teams can launch and manage | ✅ |
So, pick the right solution, and you’ll transform how your team works. Once you’ve picked it, it’s time to track results. Let’s walk through the KPIs that actually matter.
How do you measure success with voice AI?
Once your voice AI is up and running, how do you know it’s working?
You’ll want to track a few key metrics to make sure it’s driving real results, both for your team and your customers.
Here are the big ones to watch:
KPI | What it means | Why it matters | Good starting benchmark |
First-call resolution | Issue fully handled on first try | Higher CSAT, fewer callbacks | 70–85% |
Average handling time | How long each call takes | Faster calls = happier callers + cost savings | Under 4 minutes |
Containment rate | % of calls handled fully by AI | Measures automation success | 50–70% |
CSAT score | Customer satisfaction rating | Reflects real user experience | 80%+ |
Cost per call | Total spend per completed call | Shows ROI of automation | 30–50% lower than live |
KPIs tell you what’s working. But feedback loops make your AI better over time.
Review transcripts. Tag errors. Train on real conversations. The best voice AI solutions (like Strada) come with built-in tools to help you iterate quickly.
Keep measuring, keep refining and you’ll see performance get stronger every week.
You’re measuring impact today, but what’s coming next? The future of voice AI in insurance is already taking shape.
What does the future of AI voice call center in insurance look like?
Voice AI is moving fast and it’s only getting smarter.
Here’s what you can expect next.
Voice AI is becoming more than just a reactive tool. Instead of waiting for customers to call, it’ll start reaching out first.
You’ll see it sending reminders about expiring policies, upcoming payments, or missing documents, proactively solving problems before they even come up.
At the same time, conversations will get more personal.
Voice AI will tap into policyholder data to tailor responses based on past behavior and preferences. It won’t just recognize who’s calling. It’ll anticipate why they’re calling and guide the interaction accordingly.
This evolution doesn’t mean AI will replace human agents. In fact, the future is all about teamwork.
AI will handle routine tasks, tee up context-rich conversations, and even support agents in real time, so they can focus on moments that actually need a human touch.
It’s also getting smarter in how it listens.
Expect voice AI to understand a broader range of languages, accents, and emotional cues. If a caller sounds stressed or confused, the AI can slow down, switch tones, or smoothly hand the call to a human when needed.
And it won’t stop at service. Voice AI will start playing a bigger role in risk and compliance. It’ll spot potential fraud by flagging inconsistencies in real time during claims or underwriting, helping insurers catch problems early without slowing things down.
The future’s already arriving. With the right partner like Strada, you lead.
Looking ahead is exciting, but let’s bring it back to your business today. Is voice AI worth the investment? Let’s wrap it up with the big picture.
Final thoughts: is voice AI worth the investment?
By now, you’ve seen the power of voice AI in insurance. But is it really worth the time and money?
Let’s recap. So, is voice AI worth the investment? In most cases, yes, and here’s why.
The benefits are hard to ignore.
Voice AI gives your team 24/7 coverage, so no matter when a customer calls, someone’s always there to help. It speeds up call handling, slashes wait times, and drives down operational costs.
You’ll see happier customers and better service scores.
Plus, when call volumes spike (like during weather events or renewal season) voice AI scales instantly, no overtime or extra staffing needed.
That said, it’s not completely plug-and-play. You’ll need some upfront planning to map out workflows, train the system, and align your teams. It’s also important to choose the right platform – one that fits with your tech stack and understands insurance.
And while the technology is advancing quickly, it’s still evolving in some edge cases that require human judgment.
But in 2025, most companies say the pros far outweigh the cons. Across carriers, MGAs, and brokers, the feedback is clear: call center voice AI is no longer a “nice to have.” It’s becoming a must-have.
If you’re looking to bring leadership on board, focus on these tips:
Lead with numbers → Highlight potential cost savings, faster handling, and higher containment rates.
Start small → A pilot program shows value fast and reduces risk.
Align with business goals → Tie call center voice AI directly to growth, service quality, or compliance improvements.
Adopting early still gives you an edge. You’ll learn faster, improve quicker, and build better customer experiences than those who wait.
And why do teams choose Strada? For nationwide insurance voice AI call center automation, it makes it easy to get started and delivers value from day one.
One platform for sales, service, billing, and renewals
Trusted by leading carriers, MGAs, and brokers
Built for insurance, not just generic tech
Real ROI, real fast
If you’re exploring voice AI, we’re here to help you think it through.
From use case planning to rollout tips, we’ve worked with teams at every stage. You don’t need to have all the answers yet, just a starting point.
Want to learn more or talk through how it could work in your call center? Reach out to the Strada team – no pressure, just real guidance.
Table of Contents
Carriers, MGAs, and brokers scale revenue-driving phone calls with Strada's conversational AI platform.
Start scaling with voice AI agents today
Join innovative carriers and MGAs transforming their calls with Strada.
Phone AI agents for insurance distribution
© 2025 Strada API, Inc.
Phone AI agents for insurance distribution
© 2025 Strada API, Inc.
Phone AI agents for insurance distribution
© 2025 Strada API, Inc.