The 2025 Playbook: Automating Your Insurance Contact Center
Amir Prodensky
CEO
Aug 14, 2025
15 min read
A step-by-step guide to smarter automation in insurance
Running a contact center in insurance isn’t easy.
The constant pressure, long wait times, endless repetitive tasks, and customers who expect fast, perfect service every time. Some days it feels like everybody is just trying to keep our heads above water.
But things changed when our clients started using insurance automation software like Strada the right way. Not just throwing tools at problems, but really looking at where insurance process automation could take the load off their teams.
Suddenly, agents had more time for real conversations, and customers noticed the difference.
This guide is built from that experience. It’s all about using automation in simple, smart ways that make your team’s job easier and your service better.
You’ll learn how to:
Spot the everyday tasks that are easy wins for automation
Set up workflows that run quietly in the background
Improve speed, service, and team morale, without overcomplicating things
Think of this as a step-by-step playbook to help you cut costs, reduce burnout, and keep your customers happy.
Let’s get started with why this matters now more than ever.
Why automate your insurance contact center now?
If you're leading an insurance contact center, you're likely feeling the squeeze:
On one side, you're being asked to cut costs.
On the other, your customers expect faster, better service.
It's a tricky balance, but automation helps you manage both, without sacrificing quality.
Let’s start with the customer side.
Expectations have shifted. People don’t want to wait on hold. They want quick answers, 24/7 support, and smooth digital experiences – just like they get from Chase, Amazon, and Apple.
If you can’t meet that level of service, they’ll notice.
Now add budget pressure to the mix.
Manual work is expensive and here’s why it is dragging teams down:
Agents repeat the same tasks for hours:
Verifying customer info
Updating backend systems
Answering the same questions
It’s slow, error-prone, and expensive
It eats up time better spent on real conversations
These are perfect jobs for automation. With the right insurance automation software, you can handle those tasks instantly and accurately, freeing up your team for meaningful conversations.
Adopters of insurance process automation are already seeing the benefits. They're responding to customers faster, which leads to better experiences and higher satisfaction. When issues are resolved quickly, people notice and loyalty builds.
They’re also cutting overhead by streamlining repetitive work. Instead of wasting skilled agents on low-impact tasks, they’re putting their time where it matters most: solving complex problems and building stronger customer relationships.
But automation does more than speed things up. It gives you resilience. During a crisis (like a sudden spike in claims) automated systems keep your contact center running, even when your team’s at capacity.
One reason many insurance teams turn to platforms like Strada is the pressure to do more with less:
Fewer agents
Tighter budgets
Higher expectations
Strada was designed specifically for this environment, offering a way to shift common service workloads (like policy updates or claims status checks) into automated workflows, while keeping human agents available for higher-value tasks.
So, the key is to start small and focus on areas with clear impact. But the sooner you begin, the more advantage you gain over competitors.
Let’s now clarify what the term 'contact center automation' actually encompasses.
What is contact center automation?
Contact center automation is using technology to handle routine interactions, so your team doesn’t have to. It’s like giving your organization a set of smart contact center automation tools that work in the background, helping you deliver faster, better service.
You’ve probably seen some of it already: a chatbot that answers questions, a system that routes calls automatically, or a self-service portal that lets customers update their info. All of that is automation in action.
There are 2 main flavors of automation:
Partial automation supports your agents. Think of insurance automation software that fills in forms automatically or suggests the next best action.
Full automation takes entire tasks off their plate, like processing certificate of insurance requests instantly or providing claim updates.
You don’t have to go all-in at once. Most companies start with partial automation and layer in full automation where it makes sense.
Now, let’s clear up a few myths.
One big one is that automation takes away the human element. In reality, it helps your team focus on people, not processes.
Another myth is that it only works for chatbots. But it isn't true. Automation is even more powerful when it’s part of your omnichannel strategy – working across phone, chat, email, and even SMS to keep the experience consistent.
Let’s bring in a practical example about Strada. It’s a platform built to make automation easy and useful in the insurance world. For example:
Inbound and outbound calls → Strada can handle common questions automatically or proactively reach out to customers with updates.
Self-service flows → Customers can check claim status, update policies, or send certificates, all without waiting for an agent.
Agent handoff → When human judgment is needed, Strada passes the conversation to an agent (with full context) so there’s no time wasted.
Strada enables teams to start with partial automation (like call triage or answer pre-fill) and build toward full task automation over time.
Because it was designed for insurance contact center automation use cases, teams don’t need to reconfigure their processes to make automation work; they can start with what’s already in place.
Still, automation doesn’t replace your team. It empowers them with more time, better contact center automation tools, and a sharper focus.
So, what exactly can be automated? Let’s take a look.
Which parts of your contact center can you automate?
You don’t have to automate everything to see real results. In fact, some of the biggest wins come from automating everyday tasks that slow your team down.
If a process is repetitive, rule-based, and doesn’t require deep human judgment it’s probably a good candidate for automation. Before we break it down by task, here’s a simple snapshot of common insurance contact center tasks:
Task type | Automation type | Tool/Approach |
Call routing & triage | Partial | IVRs with NLP, intent detection |
Policy questions & FAQs | Full | Chatbots, voice bots |
Claim status updates | Full | Self-service portals, SMS automation |
Payment reminders | Full | Outbound bots, secure payment flows |
Appointment scheduling | Full | Conversational scheduling bots |
Document collection | Partial → Full | Automated email/SMS + RPA workflows |
Agent support during calls | Partial | Real-time assist, autofill, KB prompts |
Let’s walk through where you can start and how to make it work.
Call routing and triage
This is one of the easiest places to begin. You don’t need to route every caller to a receptionist or old school IVR. Instead, you can use automated systems to ask a few quick questions upfront:
Why are they calling?
Which product are they calling about?
Are they a new or existing customer?
Based on the answers, the system routes the call to the right person or handles it directly. This reduces wait times and ensures agents aren’t wasting time transferring calls or repeating questions.
To make it practical, Strada supports this by recognizing intent in customer questions and routing based on product line, type of issue, and policyholder status, freeing up agents from repeatedly transferring calls or collecting the same information.
Policy inquiries and FAQs
Many insurance questions are common and structured, like “How do I change my address?” or “When does my policy renew?”. Tools like Strada use domain-specific AI to answer these directly (over phone or other channels) without human intervention.
Automation can help them through voice systems, chatbots, email, or even SMS 24/7. It’s faster for the customer and frees your agents for more complex tasks.
Claims status and basic servicing
Customers want to know what’s happening with their claims, but these updates usually don’t need a human. With automation, they can check claim status, upload documents, or receive text/email updates without needing to call.
For updates that don’t require judgment (e.g., “Is my claim under review?”), Strada can provide status updates automatically via phone or SMS, reducing call volume and preventing unnecessary follow-ups.
This also cuts down on repeat calls, since customers feel informed and in control.
Payment processing and reminders
Payments are perfect contact center automation use cases. Here’s how you can automate this process:
Send automatic reminders for upcoming or missed payments
Help customers stay on track, without extra effort from your team
Offer secure, self-service payment options (online or by phone)
Let customers pay on their schedule, no waiting for an agent
Improve speed, reduce friction, and lower late-payment rates
To put this into motion, Strada can automate outbound reminders and offer secure payment options through conversational interfaces, ensuring customers stay informed while reducing late payments and collection follow-ups.
Appointment scheduling and callbacks
Instead of waiting on hold, policyholders can schedule a callback through Strada. It confirms availability, books the time, and sends reminders, all via conversation rather than forms or portals.
It’s a smoother experience and customers appreciate the flexibility.
Compliance and documentation handling
Insurance is a highly regulated industry, and documentation matters.
Automation can help collect, store, and verify documents while keeping everything compliant. It can also prompt customers to submit missing paperwork or forms before they expire.
It reduces risk and takes the pressure off your team to track every detail.
Agent assist during live calls
Even when automation isn’t front and center, it can still help behind the scenes. Contact center automation tools like real-time suggestions, auto form fills, and knowledge base prompts can guide agents while they talk to customers.
The result? Faster calls, fewer errors, and a much better customer experience.
Now let’s look at how this works in practice. As we mentioned, Strada is a platform which helps automate routine tasks and enhance live interactions.
Here’s what it is doing in the field:
#1 Policy servicing
Strada supports the full policy lifecycle, stepping in early to remove friction and set agents up for success. Here’s how it plays out:
Renewals
Strada streamlines the renewal process by automatically collecting updated customer information, pre-filling forms, and surfacing any policy changes that need review. Agents can then step in only where exceptions or approvals are required.
The outcome is faster renewals, fewer back-and-forths, and higher customer satisfaction.
Quote intake
When a prospect requests a quote, Strada takes the lead. It gathers key details, verifies eligibility, and organizes the data in the carrier’s system before the agent even gets involved.
By reducing manual data entry and ensuring accuracy upfront, agents can focus on closing the deal rather than chasing down missing details.
FNOL pre-screening
For First Notice of Loss (FNOL) claims, Strada acts as the first responder. It captures essential incident information, checks policy coverage, and flags potential red flags for human review.
This speeds up the claim initiation process, reduces errors, and ensures agents have the right context at their fingertips when they step in.
#2 Lead qualification in under a minute
As soon as a new lead arrives, Strada gets to work: engaging the prospect, asking qualifying questions, and routing the lead to the right team automatically.
The result? No lag time, higher conversion rates, and fewer missed opportunities.
#3 Conversational appointment scheduling
Strada interacts with customers in real time, finds mutually available slots, confirms the appointment, and even handles reminders.
It’s fully automated but feels like a human touch – boosting show rates and saving teams hours of coordination work each week.
The key is to start with what’s slowing you down most. Pick one or two areas to automate first. Test, learn, adjust. Then build from there.
Next, let’s look at what will drive the continued growth of automation processes.
What technologies power insurance process automation in 2025?
In 2025, automation includes practical and flexible technologies that are transforming how insurance contact centers operate. Behind the scenes, a powerful tech stack does the heavy lifting, giving your contact center the speed and flexibility it needs without losing the personal touch.
Let’s unpack the key technologies that make this possible and how you can actually use them.
Contact center AI automation and natural language processing (NLP)
At the core of modern automation is AI, especially natural language processing. NLP helps systems understand what people actually mean, not just what they say.
So, when someone says, “I need help with my policy,” instead of forcing them into a menu, the system knows what they’re asking and where to take them.
NLP powers voice bots, chatbots, and even email sorting. It makes interactions feel more like a conversation and less like a checklist. That means faster resolutions and less frustration for your customers.
For example, Strada’s NLP models are trained on insurance-specific terminology, so it understands phrases like “reinstatement,” “COI,” or “class code” more accurately than general-purpose bots.
Voice and text-based agents
AI agents serve as your frontline assistants. They:
Greet customers and start the conversation
Answer common questions instantly
Handle tasks like checking claim status or updating contact info
Work across channels: chat, SMS, email, and phone
Understand context (not just keywords), so interactions feel natural
Unlike the old-school bots, today’s virtual assistants work across multiple channels (chat, SMS, email, and phone) and can understand context.
Even better, they know when to escalate. If a customer needs something complex, the assistant can hand it off to an agent instantly, with full background included. No repetitive explanations needed.
Robotic process automation (RPA)
Now let’s talk about what happens behind the scenes. RPA is like having a digital assistant that can click, copy, and enter data just like a human, but way faster and without errors. It’s ideal for connecting older systems that don’t talk to each other.
Behind the scenes, Strada uses RPA to enter or retrieve data from CRMs and legacy systems during or after a call, so agents don’t have to re-enter details manually.
It handles the busywork, so your agents don’t have to.
Voice analytics and sentiment detection
Sometimes, the words customers use aren’t enough. You need to know how they feel. Voice analytics and sentiment tools listen for tone, speed, and emotion in real time. They can detect if a caller is frustrated, confused, or on the verge of escalation.
That insight can trigger actions, like offering a callback, notifying a supervisor, or switching the customer to a live agent. It’s a smart way to catch issues early and deliver better service on the fly.
So, if frustration or confusion is detected in a voice interaction, Strada can escalate to a human or offer a fallback action. This helps resolve issues before they escalate.
Low-code/no-code platforms
In the past, automation meant long development cycles and expensive IT resources. In 2025, that’s changed.
With Strada, teams can build or modify flows using visual tools, without relying on developers. For example, updating a claims triage script or changing routing logic takes minutes.
This flexibility makes it easier to experiment, learn, and improve with no code automation contact center solutions and without relying on developers every step of the way.
Integration with CRMs and core systems
Even the smartest automation is useless if it’s disconnected. That’s why integration is key. When your contact center automation software syncs with your CRM, claims platform, and policy system, everything just works.
Customers get faster, more accurate answers.
Agents have full context the moment they pick up a call. Data flows smoothly between systems, reducing manual entry and minimizing errors.
This creates a connected, consistent experience across every channel, whether someone calls, chats, or emails.
You don’t need every tool on day one. But understanding what’s available helps you make smart choices and avoid dead ends.
So how do you get started? We’ll walk you through it next.
How do you get started with insurance automation software?
Starting automation in your contact center might sound like a big leap, but it’s really just a series of small, smart steps.
You don’t need to rebuild everything from scratch. You just need to know where to look, what to prioritize, and how to roll it out without disrupting daily operations.
Let’s walk through how to do it.
Step #1: Look at where you are today
Start by assessing your current setup – with these questions:
What systems are we using today?
Where are our agents spending most of their time?
What questions or issues do customers ask over and over?
Where are the biggest delays or drop-offs?
What does the data say about call volume or handle time?
Look at call volumes, common service requests, and average handling times. These metrics will help you see what’s working and what’s not. If your agents are answering the same five questions all day long, that’s a clear automation opportunity.
Step #2: Find your quick wins
Now that you know what’s happening, look for easy wins. These are tasks that are repetitive, rule-based, and high-volume.
Think payment reminders, claim status updates, coverage verification, and appointment scheduling. They’re simple to automate and deliver fast impact, less work for your team and better experiences for customers.
Teams using Strada often begin with one or two clear areas, such as claim status updates or renewal outreach. These contact center automation use cases require minimal change management and offer measurable impact.
Step #3: Set clear goals and metrics
Don’t just automate for the sake of it.
Define what success looks like. Maybe you want to reduce call volume by 20%, cut average handling time by 30 seconds, or improve first-contact resolution. Having clear goals keeps your project focused and helps you track progress.
Make sure to align these goals with what matters most to your customers and your team.
Step #4: Choose your approach = build or buy?
You’ve got two paths: build your automation in-house or work with a vendor.
Building gives you full control but takes more time and resources. Working with a vendor is faster, especially if you don’t have a big IT team.
Ask yourself:
Do we have the technical resources to build and maintain this?
How fast do we want to launch?
Is our goal to experiment quickly or go deep with customization?
If you don’t have in-house engineering resources, a ready-made solution like Strada helps you move quickly. Its insurance-specific templates and integrations reduce the ramp-up time.
Step #5: Build a roadmap + roll out in phases
Don’t try to automate everything at once. Instead, map out a phased rollout. Start with one or two high-ROI use cases. Test, learn, and expand from there.
Make sure you involve your frontline agents early. They’ll give you valuable feedback and help shape workflows that actually work in the real world. Keep training simple, and show them how automation makes their job easier, not harder.
If you want to hit the ground running, Strada is a purpose-built solution for insurance contact centers, designed to eliminate the heavy lifting.
Here’s how Strada helps you start fast:
No engineering lift required = You don’t need to write code or manage complex integrations. Strada plugs into your systems with minimal effort.
Pre-built call flows = It comes with ready-to-deploy automation for high-impact areas like renewals, claims updates, and quote intake.
Hands-on support = Strada’s forward-deployed team works directly with you during setup, testing, and optimization. You’re not left figuring it out alone.
You don’t need to wait for the “perfect time” to start automating. With a focused plan and the right support, you can begin making improvements today, and keep building from there.
Here’s a starter checklist that shows what to focus on in your first 30, 60, and 90 days:
Timeframe | Goal | Key actions | What Strada helps with |
Day 1–15 | Discover & prioritize | • Review call/chat logs • Identify top 3 high-volume, repetitive tasks • Define KPIs (e.g., AHT, FCR) | • Use Strada playbook templates to map tasks • Get quick-start guidance from support team |
Day 16–30 | Launch first workflow | • Choose a “low-friction” use case (e.g., claim status or payment reminder) • Deploy insurance process automation pilot • Train agents on new flow | • Strada deploys first use case in 2–3 weeks • Agents get real-time assist tools out of the box |
Day 31–45 | Monitor & measure | • Track usage, CSAT, and containment rate • Gather agent and customer feedback • Fix any friction points | • Strada dashboards show live metrics • Easy no-code updates to flows |
Day 46–60 | Add 1–2 new contact center automation use cases | • Expand to second and third tasks (e.g., appointment scheduling, renewal outreach) • Re-align KPIs | • Use existing templates. No engineering needed • Leverage prebuilt CRM integrations |
Day 61–90 | Refine, report, and scale | • Evaluate ROI (time savings, cost per interaction) • Present results to leadership • Plan next rollout phase | • Strada generates reports automatically • Forward-deployed team supports scaling strategy |
Of course, no process is perfect from day #1, and you might run into some bumps early on. Let’s take a look at what to expect and how to handle it.
What are the common challenges, and how do you handle them?
Automation brings major advantages, but like any meaningful change, it comes with a few bumps in the road. Most of them are predictable, and with the right strategy, you can handle them.
Here are some common automation challenges (and how to handle them):
Team resistance is normal. People worry automation will replace them. Bring them in early, explain the “why,” and let them test the tools. Show how automation clears repetitive tasks so they can focus on meaningful work. Tools like Strada support agents by generating summaries and next steps after calls – reducing admin time and fatigue.
Legacy system integration can feel overwhelming. Many centers still use older platforms. You don’t need to rebuild. Look for contact center automation software that connects easily with what you already have. Strada integrates with both CRMs and legacy systems, so you can start fast, without a full overhaul.
Inconsistent experiences turn customers off. If bots sound robotic or handoffs feel clunky, people notice. Match your brand tone in every interaction. Use smart routing and always pass full context to agents so customers don’t repeat themselves.
Not everything should be automated. Emotional or sensitive cases (like fraud or complex claims) need a human. Automation helps by giving agents more time to handle these with care.
Contact center AI automation tools need oversight. Don’t “set and forget.” Monitor how your tools perform. Train them on real insurance data. Make sure you stay compliant, fair, and privacy-conscious.
But, these challenges aren’t roadblocks. They’re just part of the process. Plan for them, involve your team, and automation will become a natural, valuable part of your contact center.
So what benefits do agents gain from automation? Let’s take a closer look.
How does insurance process automation impact agents?
One of the biggest misconceptions about automation is that it pushes people out.
But in reality, it does the opposite. In an insurance contact center, automation isn’t here to replace agents. It’s here to support them.
When done right, it removes the repetitive, energy-draining parts of the job and makes space for more meaningful, human-centered work.
Less burnout, fewer calls
Let’s start with the day-to-day. Agents in busy contact centers deal with a high volume of repetitive calls: policy updates, claim status requests, ID verification, payment reminders.
These tasks are necessary, but also mentally exhausting.
Automation steps in to handle these basics instantly, which directly reduces call volume and lightens the overall workload. Less volume means fewer queues, shorter handle times, and less pressure on the team.
More focus on complex, valuable work
Automation allows agents to prioritize more complex and high-value conversations. No more time wasted on routine tasks. Agents can focus on what truly requires human judgment, such as fraud cases, inquiries involving multiple policies, or sensitive customer issues.
These are the moments where empathy, insight, and experience matter most. Automation clears the way for agents to bring those strengths forward.
New skills and real growth
With more time to focus on strategic interactions, agents naturally develop new skills. Many teams introduce training for advanced issue handling, emotional intelligence, and digital tools.
You’re not just helping agents adapt. You’re helping them grow. This creates a sense of progress and purpose, which boosts morale and reduces turnover.
Real-time contact center automation software makes work easier
To make that shift even smoother, real-time assist tools can guide agents during live conversations. This insurance automation software might suggest responses, surface relevant info, or auto-fill forms while the agent talks.
This takes pressure off and helps agents feel more confident, even in complex or unfamiliar situations.
A better, more flexible work environment
As automation takes over the repetitive work and support tools step in, the overall work environment improves. Agents get more breathing room. Their days are more varied, less reactive, and more focused on customer outcomes.
This opens the door to flexible schedules, remote options, and hybrid roles that would’ve been hard to manage before. When agents feel less drained and more empowered, they’re far more likely to stay and thrive.
Augmenting agents with Strada
This agent-first approach is exactly how Strada is built. It doesn’t just automate for the customer. It automates with the agent in mind.
Strada, as your AI contact center automation tool, handles repetitive inbound requests automatically, like claim updates, renewal reminders, or appointment scheduling, so agents never have to touch them.
When agents do take a call, Strada creates an instant post-call summary and suggests the next best action, so they can move on quickly without spending time on wrap-up.
And if a call goes off-script or gets complicated, Strada supports real-time fallback, seamlessly escalating the issue or transferring it with full context intact.
This isn’t automation vs. agents. It’s automation FOR agents. It clears their path, sharpens their skills, and makes their jobs more rewarding.
But how can you be sure it’s delivering real results? Let’s take a closer look at this important question.
How do you measure success?
Once you’ve launched automation in your contact center, the next question is: Is it working?
To answer that, you’ll need to track the right metrics. Not everything that moves is meaningful, so focus on the indicators that actually show whether automation is improving efficiency, experience, and ROI.
Define what “success” looks like for your team.
Maybe you want to resolve issues faster, reduce call volume, or improve customer satisfaction. Clear goals give you direction and help you spot what’s working (and what’s not).
Here are a few key performance indicators (KPIs) to keep an eye on:
Insurance process automation metrics | What it tells you | Good sign means... | 2025 benchmark (Insurance) |
First Contact Resolution (FCR) | % of issues solved on first contact | Automation routes or resolves correctly | 75–85% |
Average Handling Time (AHT) | Time agents spend per interaction | Agents are more efficient | 3–5 minutes |
Containment rate | % of tasks completed without agent involvement | Self-service is working well | 40–60% (varies by use case) |
Customer Satisfaction (CSAT) | How satisfied customers are post-interaction | Customers value the experience | 80–90% |
Net Promoter Score (NPS) | Likelihood customers will recommend you | Strong customer loyalty | 50–70 |
Agent productivity | Output per agent per hour | Automation is reducing agent workload | 10–15% uplift from baseline |
Cost per interaction | Cost to resolve one customer request | You’re saving money without losing quality | $5–$8 with automation (vs. $10–12 manually) |
Beyond metrics, the right tools make all the difference. Use dashboards and analytics platforms that give you real-time visibility into both agent performance and automation flow.
Strada includes dashboards that help you track self-service containment, sentiment shifts, and agent productivity. Over time, this lets teams see where workflows succeed and where they need refining.
And, don’t just track numbers. Dig into why things are changing. Which workflows are performing best? Where are customers dropping off? What feedback are agents giving about the new tools?
Also, schedule regular reviews, not just at launch, but quarterly or monthly. Make small improvements often, and involve your frontline team. They’ll spot what’s working (and what’s frustrating) faster than anyone else.
Measuring success is about making sure automation is doing what it was meant to do: helping your team, delighting customers, and driving real results.
Next, let’s look at an example of what this process should look like in practice.
What does a fully automated contact center look like?
Let’s step into a fully automated insurance contact center in 2025. It’s 9:00 a.m., but there’s no chaos.
No long queues, no agents buried in basic questions.
Everything’s running like clockwork, because insurance process automation is handling most of the front-line traffic.
Customers reach out across channels: text, chat, phone, even email. They don’t need to think about which one to use; the experience feels the same everywhere. A policyholder texts to ask for a claims update.
A new customer visits the website to get a quote. Another calls in to reschedule an appointment. In each case, an intelligent virtual assistant responds immediately. It understands the intent, pulls data from internal systems, and resolves the issue in seconds.
Most interactions never reach an agent. That’s because automation takes care of routine requests instantly. Things like:
Billing inquiries
Address changes
Payment reminders
Claim status updates
Appointment scheduling
The system also knows when to stop and when to escalate. So when a conversation requires a human touch, it hands things off to an agent with full context.
Agents, in this setup, are no longer stuck in reactive mode. Their time is spent solving real problems. They use AI-assisted tools to surface the right info quickly, get smart suggestions during the call, and auto-generate summaries after it.
The work is less draining, more focused, and far more rewarding.
Everything is monitored in real time. Team leaders have full visibility into how the system is performing. They can spot where bots are succeeding, where customers are dropping off, and what needs adjusting.
And if something’s off, they don’t need an engineering team to fix it. They use drag-and-drop tools to tweak the flow and publish updates in minutes.
This isn't a theory. It’s already happening. In centers using Strada as their AI contact center automation platform, many calls never require a live agent.
Policyholders get what they need through natural, conversational interfaces. When human help is needed, agents step in with full context and support tools that simplify the next steps.
Still in these cases, insurance process automation didn’t replace the team. It made them faster, smarter, and more focused on what really matters.
Here’s a simple comparison of what’s automated vs. agent-handled in a fully modern center:
Task type | Fully automated? | Notes |
Claim status check | ✅ | Fully self-service via IVR, chat, or SMS |
Address or contact update | ✅ | Can be handled by bots across channels |
Payment reminders | ✅ | Automated outbound + self-pay options |
Fraud investigation | ❌ | Needs human review and judgment |
Quote follow-up | ✅ / ❌ | Lead intake = ✅, complex quoting = ❌ |
Multi-policy changes | ❌ | Needs context, negotiation, human clarity |
Complaint handling | ❌ | High emotion = requires empathy, tone, escalation awareness |
That’s what a fully automated contact center looks like: calm on the outside, intelligent on the inside, and fully aligned with what both customers and agents need.
You’re now equipped with a clear plan to automate your contact center. Before you dive in, let’s quickly review the essentials.
Final thoughts: is your contact center future-ready?
Automation in your insurance contact center is all about staying ahead.
Throughout this playbook, you’ve seen how automation can reduce costs, cut down on repetitive tasks, boost agent performance, and improve customer experience.
But like any powerful tool, it comes with risks if not handled thoughtfully: poor implementation, lost context, and the danger of losing the human touch.
That last point is critical. Even in a digital-first world, empathy still matters. Customers don’t just want fast service. They want to feel heard and understood. Automation should make room for real conversations, not replace them.
So how do you build a contact center that’s ready for tomorrow? You:
Focus on adaptability, not perfection
Use systems that scale with your business and flex with customer needs
Encourage your team to:
Test new ideas
Embrace new tools
Improve continuously
Innovation shouldn’t be a one-time project. It should be how you operate.
That’s also why many insurers choose Strada. It’s built specifically for insurance, with workflows designed around real-world use cases. And it’s focused on delivering results, not just features. Insurers turn to Strada because it:
Delivers measurable outcomes, not just insurance process automation
Grows with you as your customer and business needs evolve
The future of customer service is fast, flexible, and deeply human. With the right mindset and the right tools like Strada, your contact center won’t just be ready for the future.
It’ll lead it.
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The 2025 Playbook: Automating Your Insurance Contact Center
Amir Prodensky
CEO
Aug 14, 2025
15 min read
A step-by-step guide to smarter automation in insurance
Running a contact center in insurance isn’t easy.
The constant pressure, long wait times, endless repetitive tasks, and customers who expect fast, perfect service every time. Some days it feels like everybody is just trying to keep our heads above water.
But things changed when our clients started using insurance automation software like Strada the right way. Not just throwing tools at problems, but really looking at where insurance process automation could take the load off their teams.
Suddenly, agents had more time for real conversations, and customers noticed the difference.
This guide is built from that experience. It’s all about using automation in simple, smart ways that make your team’s job easier and your service better.
You’ll learn how to:
Spot the everyday tasks that are easy wins for automation
Set up workflows that run quietly in the background
Improve speed, service, and team morale, without overcomplicating things
Think of this as a step-by-step playbook to help you cut costs, reduce burnout, and keep your customers happy.
Let’s get started with why this matters now more than ever.
Why automate your insurance contact center now?
If you're leading an insurance contact center, you're likely feeling the squeeze:
On one side, you're being asked to cut costs.
On the other, your customers expect faster, better service.
It's a tricky balance, but automation helps you manage both, without sacrificing quality.
Let’s start with the customer side.
Expectations have shifted. People don’t want to wait on hold. They want quick answers, 24/7 support, and smooth digital experiences – just like they get from Chase, Amazon, and Apple.
If you can’t meet that level of service, they’ll notice.
Now add budget pressure to the mix.
Manual work is expensive and here’s why it is dragging teams down:
Agents repeat the same tasks for hours:
Verifying customer info
Updating backend systems
Answering the same questions
It’s slow, error-prone, and expensive
It eats up time better spent on real conversations
These are perfect jobs for automation. With the right insurance automation software, you can handle those tasks instantly and accurately, freeing up your team for meaningful conversations.
Adopters of insurance process automation are already seeing the benefits. They're responding to customers faster, which leads to better experiences and higher satisfaction. When issues are resolved quickly, people notice and loyalty builds.
They’re also cutting overhead by streamlining repetitive work. Instead of wasting skilled agents on low-impact tasks, they’re putting their time where it matters most: solving complex problems and building stronger customer relationships.
But automation does more than speed things up. It gives you resilience. During a crisis (like a sudden spike in claims) automated systems keep your contact center running, even when your team’s at capacity.
One reason many insurance teams turn to platforms like Strada is the pressure to do more with less:
Fewer agents
Tighter budgets
Higher expectations
Strada was designed specifically for this environment, offering a way to shift common service workloads (like policy updates or claims status checks) into automated workflows, while keeping human agents available for higher-value tasks.
So, the key is to start small and focus on areas with clear impact. But the sooner you begin, the more advantage you gain over competitors.
Let’s now clarify what the term 'contact center automation' actually encompasses.
What is contact center automation?
Contact center automation is using technology to handle routine interactions, so your team doesn’t have to. It’s like giving your organization a set of smart contact center automation tools that work in the background, helping you deliver faster, better service.
You’ve probably seen some of it already: a chatbot that answers questions, a system that routes calls automatically, or a self-service portal that lets customers update their info. All of that is automation in action.
There are 2 main flavors of automation:
Partial automation supports your agents. Think of insurance automation software that fills in forms automatically or suggests the next best action.
Full automation takes entire tasks off their plate, like processing certificate of insurance requests instantly or providing claim updates.
You don’t have to go all-in at once. Most companies start with partial automation and layer in full automation where it makes sense.
Now, let’s clear up a few myths.
One big one is that automation takes away the human element. In reality, it helps your team focus on people, not processes.
Another myth is that it only works for chatbots. But it isn't true. Automation is even more powerful when it’s part of your omnichannel strategy – working across phone, chat, email, and even SMS to keep the experience consistent.
Let’s bring in a practical example about Strada. It’s a platform built to make automation easy and useful in the insurance world. For example:
Inbound and outbound calls → Strada can handle common questions automatically or proactively reach out to customers with updates.
Self-service flows → Customers can check claim status, update policies, or send certificates, all without waiting for an agent.
Agent handoff → When human judgment is needed, Strada passes the conversation to an agent (with full context) so there’s no time wasted.
Strada enables teams to start with partial automation (like call triage or answer pre-fill) and build toward full task automation over time.
Because it was designed for insurance contact center automation use cases, teams don’t need to reconfigure their processes to make automation work; they can start with what’s already in place.
Still, automation doesn’t replace your team. It empowers them with more time, better contact center automation tools, and a sharper focus.
So, what exactly can be automated? Let’s take a look.
Which parts of your contact center can you automate?
You don’t have to automate everything to see real results. In fact, some of the biggest wins come from automating everyday tasks that slow your team down.
If a process is repetitive, rule-based, and doesn’t require deep human judgment it’s probably a good candidate for automation. Before we break it down by task, here’s a simple snapshot of common insurance contact center tasks:
Task type | Automation type | Tool/Approach |
Call routing & triage | Partial | IVRs with NLP, intent detection |
Policy questions & FAQs | Full | Chatbots, voice bots |
Claim status updates | Full | Self-service portals, SMS automation |
Payment reminders | Full | Outbound bots, secure payment flows |
Appointment scheduling | Full | Conversational scheduling bots |
Document collection | Partial → Full | Automated email/SMS + RPA workflows |
Agent support during calls | Partial | Real-time assist, autofill, KB prompts |
Let’s walk through where you can start and how to make it work.
Call routing and triage
This is one of the easiest places to begin. You don’t need to route every caller to a receptionist or old school IVR. Instead, you can use automated systems to ask a few quick questions upfront:
Why are they calling?
Which product are they calling about?
Are they a new or existing customer?
Based on the answers, the system routes the call to the right person or handles it directly. This reduces wait times and ensures agents aren’t wasting time transferring calls or repeating questions.
To make it practical, Strada supports this by recognizing intent in customer questions and routing based on product line, type of issue, and policyholder status, freeing up agents from repeatedly transferring calls or collecting the same information.
Policy inquiries and FAQs
Many insurance questions are common and structured, like “How do I change my address?” or “When does my policy renew?”. Tools like Strada use domain-specific AI to answer these directly (over phone or other channels) without human intervention.
Automation can help them through voice systems, chatbots, email, or even SMS 24/7. It’s faster for the customer and frees your agents for more complex tasks.
Claims status and basic servicing
Customers want to know what’s happening with their claims, but these updates usually don’t need a human. With automation, they can check claim status, upload documents, or receive text/email updates without needing to call.
For updates that don’t require judgment (e.g., “Is my claim under review?”), Strada can provide status updates automatically via phone or SMS, reducing call volume and preventing unnecessary follow-ups.
This also cuts down on repeat calls, since customers feel informed and in control.
Payment processing and reminders
Payments are perfect contact center automation use cases. Here’s how you can automate this process:
Send automatic reminders for upcoming or missed payments
Help customers stay on track, without extra effort from your team
Offer secure, self-service payment options (online or by phone)
Let customers pay on their schedule, no waiting for an agent
Improve speed, reduce friction, and lower late-payment rates
To put this into motion, Strada can automate outbound reminders and offer secure payment options through conversational interfaces, ensuring customers stay informed while reducing late payments and collection follow-ups.
Appointment scheduling and callbacks
Instead of waiting on hold, policyholders can schedule a callback through Strada. It confirms availability, books the time, and sends reminders, all via conversation rather than forms or portals.
It’s a smoother experience and customers appreciate the flexibility.
Compliance and documentation handling
Insurance is a highly regulated industry, and documentation matters.
Automation can help collect, store, and verify documents while keeping everything compliant. It can also prompt customers to submit missing paperwork or forms before they expire.
It reduces risk and takes the pressure off your team to track every detail.
Agent assist during live calls
Even when automation isn’t front and center, it can still help behind the scenes. Contact center automation tools like real-time suggestions, auto form fills, and knowledge base prompts can guide agents while they talk to customers.
The result? Faster calls, fewer errors, and a much better customer experience.
Now let’s look at how this works in practice. As we mentioned, Strada is a platform which helps automate routine tasks and enhance live interactions.
Here’s what it is doing in the field:
#1 Policy servicing
Strada supports the full policy lifecycle, stepping in early to remove friction and set agents up for success. Here’s how it plays out:
Renewals
Strada streamlines the renewal process by automatically collecting updated customer information, pre-filling forms, and surfacing any policy changes that need review. Agents can then step in only where exceptions or approvals are required.
The outcome is faster renewals, fewer back-and-forths, and higher customer satisfaction.
Quote intake
When a prospect requests a quote, Strada takes the lead. It gathers key details, verifies eligibility, and organizes the data in the carrier’s system before the agent even gets involved.
By reducing manual data entry and ensuring accuracy upfront, agents can focus on closing the deal rather than chasing down missing details.
FNOL pre-screening
For First Notice of Loss (FNOL) claims, Strada acts as the first responder. It captures essential incident information, checks policy coverage, and flags potential red flags for human review.
This speeds up the claim initiation process, reduces errors, and ensures agents have the right context at their fingertips when they step in.
#2 Lead qualification in under a minute
As soon as a new lead arrives, Strada gets to work: engaging the prospect, asking qualifying questions, and routing the lead to the right team automatically.
The result? No lag time, higher conversion rates, and fewer missed opportunities.
#3 Conversational appointment scheduling
Strada interacts with customers in real time, finds mutually available slots, confirms the appointment, and even handles reminders.
It’s fully automated but feels like a human touch – boosting show rates and saving teams hours of coordination work each week.
The key is to start with what’s slowing you down most. Pick one or two areas to automate first. Test, learn, adjust. Then build from there.
Next, let’s look at what will drive the continued growth of automation processes.
What technologies power insurance process automation in 2025?
In 2025, automation includes practical and flexible technologies that are transforming how insurance contact centers operate. Behind the scenes, a powerful tech stack does the heavy lifting, giving your contact center the speed and flexibility it needs without losing the personal touch.
Let’s unpack the key technologies that make this possible and how you can actually use them.
Contact center AI automation and natural language processing (NLP)
At the core of modern automation is AI, especially natural language processing. NLP helps systems understand what people actually mean, not just what they say.
So, when someone says, “I need help with my policy,” instead of forcing them into a menu, the system knows what they’re asking and where to take them.
NLP powers voice bots, chatbots, and even email sorting. It makes interactions feel more like a conversation and less like a checklist. That means faster resolutions and less frustration for your customers.
For example, Strada’s NLP models are trained on insurance-specific terminology, so it understands phrases like “reinstatement,” “COI,” or “class code” more accurately than general-purpose bots.
Voice and text-based agents
AI agents serve as your frontline assistants. They:
Greet customers and start the conversation
Answer common questions instantly
Handle tasks like checking claim status or updating contact info
Work across channels: chat, SMS, email, and phone
Understand context (not just keywords), so interactions feel natural
Unlike the old-school bots, today’s virtual assistants work across multiple channels (chat, SMS, email, and phone) and can understand context.
Even better, they know when to escalate. If a customer needs something complex, the assistant can hand it off to an agent instantly, with full background included. No repetitive explanations needed.
Robotic process automation (RPA)
Now let’s talk about what happens behind the scenes. RPA is like having a digital assistant that can click, copy, and enter data just like a human, but way faster and without errors. It’s ideal for connecting older systems that don’t talk to each other.
Behind the scenes, Strada uses RPA to enter or retrieve data from CRMs and legacy systems during or after a call, so agents don’t have to re-enter details manually.
It handles the busywork, so your agents don’t have to.
Voice analytics and sentiment detection
Sometimes, the words customers use aren’t enough. You need to know how they feel. Voice analytics and sentiment tools listen for tone, speed, and emotion in real time. They can detect if a caller is frustrated, confused, or on the verge of escalation.
That insight can trigger actions, like offering a callback, notifying a supervisor, or switching the customer to a live agent. It’s a smart way to catch issues early and deliver better service on the fly.
So, if frustration or confusion is detected in a voice interaction, Strada can escalate to a human or offer a fallback action. This helps resolve issues before they escalate.
Low-code/no-code platforms
In the past, automation meant long development cycles and expensive IT resources. In 2025, that’s changed.
With Strada, teams can build or modify flows using visual tools, without relying on developers. For example, updating a claims triage script or changing routing logic takes minutes.
This flexibility makes it easier to experiment, learn, and improve with no code automation contact center solutions and without relying on developers every step of the way.
Integration with CRMs and core systems
Even the smartest automation is useless if it’s disconnected. That’s why integration is key. When your contact center automation software syncs with your CRM, claims platform, and policy system, everything just works.
Customers get faster, more accurate answers.
Agents have full context the moment they pick up a call. Data flows smoothly between systems, reducing manual entry and minimizing errors.
This creates a connected, consistent experience across every channel, whether someone calls, chats, or emails.
You don’t need every tool on day one. But understanding what’s available helps you make smart choices and avoid dead ends.
So how do you get started? We’ll walk you through it next.
How do you get started with insurance automation software?
Starting automation in your contact center might sound like a big leap, but it’s really just a series of small, smart steps.
You don’t need to rebuild everything from scratch. You just need to know where to look, what to prioritize, and how to roll it out without disrupting daily operations.
Let’s walk through how to do it.
Step #1: Look at where you are today
Start by assessing your current setup – with these questions:
What systems are we using today?
Where are our agents spending most of their time?
What questions or issues do customers ask over and over?
Where are the biggest delays or drop-offs?
What does the data say about call volume or handle time?
Look at call volumes, common service requests, and average handling times. These metrics will help you see what’s working and what’s not. If your agents are answering the same five questions all day long, that’s a clear automation opportunity.
Step #2: Find your quick wins
Now that you know what’s happening, look for easy wins. These are tasks that are repetitive, rule-based, and high-volume.
Think payment reminders, claim status updates, coverage verification, and appointment scheduling. They’re simple to automate and deliver fast impact, less work for your team and better experiences for customers.
Teams using Strada often begin with one or two clear areas, such as claim status updates or renewal outreach. These contact center automation use cases require minimal change management and offer measurable impact.
Step #3: Set clear goals and metrics
Don’t just automate for the sake of it.
Define what success looks like. Maybe you want to reduce call volume by 20%, cut average handling time by 30 seconds, or improve first-contact resolution. Having clear goals keeps your project focused and helps you track progress.
Make sure to align these goals with what matters most to your customers and your team.
Step #4: Choose your approach = build or buy?
You’ve got two paths: build your automation in-house or work with a vendor.
Building gives you full control but takes more time and resources. Working with a vendor is faster, especially if you don’t have a big IT team.
Ask yourself:
Do we have the technical resources to build and maintain this?
How fast do we want to launch?
Is our goal to experiment quickly or go deep with customization?
If you don’t have in-house engineering resources, a ready-made solution like Strada helps you move quickly. Its insurance-specific templates and integrations reduce the ramp-up time.
Step #5: Build a roadmap + roll out in phases
Don’t try to automate everything at once. Instead, map out a phased rollout. Start with one or two high-ROI use cases. Test, learn, and expand from there.
Make sure you involve your frontline agents early. They’ll give you valuable feedback and help shape workflows that actually work in the real world. Keep training simple, and show them how automation makes their job easier, not harder.
If you want to hit the ground running, Strada is a purpose-built solution for insurance contact centers, designed to eliminate the heavy lifting.
Here’s how Strada helps you start fast:
No engineering lift required = You don’t need to write code or manage complex integrations. Strada plugs into your systems with minimal effort.
Pre-built call flows = It comes with ready-to-deploy automation for high-impact areas like renewals, claims updates, and quote intake.
Hands-on support = Strada’s forward-deployed team works directly with you during setup, testing, and optimization. You’re not left figuring it out alone.
You don’t need to wait for the “perfect time” to start automating. With a focused plan and the right support, you can begin making improvements today, and keep building from there.
Here’s a starter checklist that shows what to focus on in your first 30, 60, and 90 days:
Timeframe | Goal | Key actions | What Strada helps with |
Day 1–15 | Discover & prioritize | • Review call/chat logs • Identify top 3 high-volume, repetitive tasks • Define KPIs (e.g., AHT, FCR) | • Use Strada playbook templates to map tasks • Get quick-start guidance from support team |
Day 16–30 | Launch first workflow | • Choose a “low-friction” use case (e.g., claim status or payment reminder) • Deploy insurance process automation pilot • Train agents on new flow | • Strada deploys first use case in 2–3 weeks • Agents get real-time assist tools out of the box |
Day 31–45 | Monitor & measure | • Track usage, CSAT, and containment rate • Gather agent and customer feedback • Fix any friction points | • Strada dashboards show live metrics • Easy no-code updates to flows |
Day 46–60 | Add 1–2 new contact center automation use cases | • Expand to second and third tasks (e.g., appointment scheduling, renewal outreach) • Re-align KPIs | • Use existing templates. No engineering needed • Leverage prebuilt CRM integrations |
Day 61–90 | Refine, report, and scale | • Evaluate ROI (time savings, cost per interaction) • Present results to leadership • Plan next rollout phase | • Strada generates reports automatically • Forward-deployed team supports scaling strategy |
Of course, no process is perfect from day #1, and you might run into some bumps early on. Let’s take a look at what to expect and how to handle it.
What are the common challenges, and how do you handle them?
Automation brings major advantages, but like any meaningful change, it comes with a few bumps in the road. Most of them are predictable, and with the right strategy, you can handle them.
Here are some common automation challenges (and how to handle them):
Team resistance is normal. People worry automation will replace them. Bring them in early, explain the “why,” and let them test the tools. Show how automation clears repetitive tasks so they can focus on meaningful work. Tools like Strada support agents by generating summaries and next steps after calls – reducing admin time and fatigue.
Legacy system integration can feel overwhelming. Many centers still use older platforms. You don’t need to rebuild. Look for contact center automation software that connects easily with what you already have. Strada integrates with both CRMs and legacy systems, so you can start fast, without a full overhaul.
Inconsistent experiences turn customers off. If bots sound robotic or handoffs feel clunky, people notice. Match your brand tone in every interaction. Use smart routing and always pass full context to agents so customers don’t repeat themselves.
Not everything should be automated. Emotional or sensitive cases (like fraud or complex claims) need a human. Automation helps by giving agents more time to handle these with care.
Contact center AI automation tools need oversight. Don’t “set and forget.” Monitor how your tools perform. Train them on real insurance data. Make sure you stay compliant, fair, and privacy-conscious.
But, these challenges aren’t roadblocks. They’re just part of the process. Plan for them, involve your team, and automation will become a natural, valuable part of your contact center.
So what benefits do agents gain from automation? Let’s take a closer look.
How does insurance process automation impact agents?
One of the biggest misconceptions about automation is that it pushes people out.
But in reality, it does the opposite. In an insurance contact center, automation isn’t here to replace agents. It’s here to support them.
When done right, it removes the repetitive, energy-draining parts of the job and makes space for more meaningful, human-centered work.
Less burnout, fewer calls
Let’s start with the day-to-day. Agents in busy contact centers deal with a high volume of repetitive calls: policy updates, claim status requests, ID verification, payment reminders.
These tasks are necessary, but also mentally exhausting.
Automation steps in to handle these basics instantly, which directly reduces call volume and lightens the overall workload. Less volume means fewer queues, shorter handle times, and less pressure on the team.
More focus on complex, valuable work
Automation allows agents to prioritize more complex and high-value conversations. No more time wasted on routine tasks. Agents can focus on what truly requires human judgment, such as fraud cases, inquiries involving multiple policies, or sensitive customer issues.
These are the moments where empathy, insight, and experience matter most. Automation clears the way for agents to bring those strengths forward.
New skills and real growth
With more time to focus on strategic interactions, agents naturally develop new skills. Many teams introduce training for advanced issue handling, emotional intelligence, and digital tools.
You’re not just helping agents adapt. You’re helping them grow. This creates a sense of progress and purpose, which boosts morale and reduces turnover.
Real-time contact center automation software makes work easier
To make that shift even smoother, real-time assist tools can guide agents during live conversations. This insurance automation software might suggest responses, surface relevant info, or auto-fill forms while the agent talks.
This takes pressure off and helps agents feel more confident, even in complex or unfamiliar situations.
A better, more flexible work environment
As automation takes over the repetitive work and support tools step in, the overall work environment improves. Agents get more breathing room. Their days are more varied, less reactive, and more focused on customer outcomes.
This opens the door to flexible schedules, remote options, and hybrid roles that would’ve been hard to manage before. When agents feel less drained and more empowered, they’re far more likely to stay and thrive.
Augmenting agents with Strada
This agent-first approach is exactly how Strada is built. It doesn’t just automate for the customer. It automates with the agent in mind.
Strada, as your AI contact center automation tool, handles repetitive inbound requests automatically, like claim updates, renewal reminders, or appointment scheduling, so agents never have to touch them.
When agents do take a call, Strada creates an instant post-call summary and suggests the next best action, so they can move on quickly without spending time on wrap-up.
And if a call goes off-script or gets complicated, Strada supports real-time fallback, seamlessly escalating the issue or transferring it with full context intact.
This isn’t automation vs. agents. It’s automation FOR agents. It clears their path, sharpens their skills, and makes their jobs more rewarding.
But how can you be sure it’s delivering real results? Let’s take a closer look at this important question.
How do you measure success?
Once you’ve launched automation in your contact center, the next question is: Is it working?
To answer that, you’ll need to track the right metrics. Not everything that moves is meaningful, so focus on the indicators that actually show whether automation is improving efficiency, experience, and ROI.
Define what “success” looks like for your team.
Maybe you want to resolve issues faster, reduce call volume, or improve customer satisfaction. Clear goals give you direction and help you spot what’s working (and what’s not).
Here are a few key performance indicators (KPIs) to keep an eye on:
Insurance process automation metrics | What it tells you | Good sign means... | 2025 benchmark (Insurance) |
First Contact Resolution (FCR) | % of issues solved on first contact | Automation routes or resolves correctly | 75–85% |
Average Handling Time (AHT) | Time agents spend per interaction | Agents are more efficient | 3–5 minutes |
Containment rate | % of tasks completed without agent involvement | Self-service is working well | 40–60% (varies by use case) |
Customer Satisfaction (CSAT) | How satisfied customers are post-interaction | Customers value the experience | 80–90% |
Net Promoter Score (NPS) | Likelihood customers will recommend you | Strong customer loyalty | 50–70 |
Agent productivity | Output per agent per hour | Automation is reducing agent workload | 10–15% uplift from baseline |
Cost per interaction | Cost to resolve one customer request | You’re saving money without losing quality | $5–$8 with automation (vs. $10–12 manually) |
Beyond metrics, the right tools make all the difference. Use dashboards and analytics platforms that give you real-time visibility into both agent performance and automation flow.
Strada includes dashboards that help you track self-service containment, sentiment shifts, and agent productivity. Over time, this lets teams see where workflows succeed and where they need refining.
And, don’t just track numbers. Dig into why things are changing. Which workflows are performing best? Where are customers dropping off? What feedback are agents giving about the new tools?
Also, schedule regular reviews, not just at launch, but quarterly or monthly. Make small improvements often, and involve your frontline team. They’ll spot what’s working (and what’s frustrating) faster than anyone else.
Measuring success is about making sure automation is doing what it was meant to do: helping your team, delighting customers, and driving real results.
Next, let’s look at an example of what this process should look like in practice.
What does a fully automated contact center look like?
Let’s step into a fully automated insurance contact center in 2025. It’s 9:00 a.m., but there’s no chaos.
No long queues, no agents buried in basic questions.
Everything’s running like clockwork, because insurance process automation is handling most of the front-line traffic.
Customers reach out across channels: text, chat, phone, even email. They don’t need to think about which one to use; the experience feels the same everywhere. A policyholder texts to ask for a claims update.
A new customer visits the website to get a quote. Another calls in to reschedule an appointment. In each case, an intelligent virtual assistant responds immediately. It understands the intent, pulls data from internal systems, and resolves the issue in seconds.
Most interactions never reach an agent. That’s because automation takes care of routine requests instantly. Things like:
Billing inquiries
Address changes
Payment reminders
Claim status updates
Appointment scheduling
The system also knows when to stop and when to escalate. So when a conversation requires a human touch, it hands things off to an agent with full context.
Agents, in this setup, are no longer stuck in reactive mode. Their time is spent solving real problems. They use AI-assisted tools to surface the right info quickly, get smart suggestions during the call, and auto-generate summaries after it.
The work is less draining, more focused, and far more rewarding.
Everything is monitored in real time. Team leaders have full visibility into how the system is performing. They can spot where bots are succeeding, where customers are dropping off, and what needs adjusting.
And if something’s off, they don’t need an engineering team to fix it. They use drag-and-drop tools to tweak the flow and publish updates in minutes.
This isn't a theory. It’s already happening. In centers using Strada as their AI contact center automation platform, many calls never require a live agent.
Policyholders get what they need through natural, conversational interfaces. When human help is needed, agents step in with full context and support tools that simplify the next steps.
Still in these cases, insurance process automation didn’t replace the team. It made them faster, smarter, and more focused on what really matters.
Here’s a simple comparison of what’s automated vs. agent-handled in a fully modern center:
Task type | Fully automated? | Notes |
Claim status check | ✅ | Fully self-service via IVR, chat, or SMS |
Address or contact update | ✅ | Can be handled by bots across channels |
Payment reminders | ✅ | Automated outbound + self-pay options |
Fraud investigation | ❌ | Needs human review and judgment |
Quote follow-up | ✅ / ❌ | Lead intake = ✅, complex quoting = ❌ |
Multi-policy changes | ❌ | Needs context, negotiation, human clarity |
Complaint handling | ❌ | High emotion = requires empathy, tone, escalation awareness |
That’s what a fully automated contact center looks like: calm on the outside, intelligent on the inside, and fully aligned with what both customers and agents need.
You’re now equipped with a clear plan to automate your contact center. Before you dive in, let’s quickly review the essentials.
Final thoughts: is your contact center future-ready?
Automation in your insurance contact center is all about staying ahead.
Throughout this playbook, you’ve seen how automation can reduce costs, cut down on repetitive tasks, boost agent performance, and improve customer experience.
But like any powerful tool, it comes with risks if not handled thoughtfully: poor implementation, lost context, and the danger of losing the human touch.
That last point is critical. Even in a digital-first world, empathy still matters. Customers don’t just want fast service. They want to feel heard and understood. Automation should make room for real conversations, not replace them.
So how do you build a contact center that’s ready for tomorrow? You:
Focus on adaptability, not perfection
Use systems that scale with your business and flex with customer needs
Encourage your team to:
Test new ideas
Embrace new tools
Improve continuously
Innovation shouldn’t be a one-time project. It should be how you operate.
That’s also why many insurers choose Strada. It’s built specifically for insurance, with workflows designed around real-world use cases. And it’s focused on delivering results, not just features. Insurers turn to Strada because it:
Delivers measurable outcomes, not just insurance process automation
Grows with you as your customer and business needs evolve
The future of customer service is fast, flexible, and deeply human. With the right mindset and the right tools like Strada, your contact center won’t just be ready for the future.
It’ll lead it.
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The 2025 Playbook: Automating Your Insurance Contact Center
Amir Prodensky
CEO
Aug 14, 2025
15 min read
A step-by-step guide to smarter automation in insurance
Running a contact center in insurance isn’t easy.
The constant pressure, long wait times, endless repetitive tasks, and customers who expect fast, perfect service every time. Some days it feels like everybody is just trying to keep our heads above water.
But things changed when our clients started using insurance automation software like Strada the right way. Not just throwing tools at problems, but really looking at where insurance process automation could take the load off their teams.
Suddenly, agents had more time for real conversations, and customers noticed the difference.
This guide is built from that experience. It’s all about using automation in simple, smart ways that make your team’s job easier and your service better.
You’ll learn how to:
Spot the everyday tasks that are easy wins for automation
Set up workflows that run quietly in the background
Improve speed, service, and team morale, without overcomplicating things
Think of this as a step-by-step playbook to help you cut costs, reduce burnout, and keep your customers happy.
Let’s get started with why this matters now more than ever.
Why automate your insurance contact center now?
If you're leading an insurance contact center, you're likely feeling the squeeze:
On one side, you're being asked to cut costs.
On the other, your customers expect faster, better service.
It's a tricky balance, but automation helps you manage both, without sacrificing quality.
Let’s start with the customer side.
Expectations have shifted. People don’t want to wait on hold. They want quick answers, 24/7 support, and smooth digital experiences – just like they get from Chase, Amazon, and Apple.
If you can’t meet that level of service, they’ll notice.
Now add budget pressure to the mix.
Manual work is expensive and here’s why it is dragging teams down:
Agents repeat the same tasks for hours:
Verifying customer info
Updating backend systems
Answering the same questions
It’s slow, error-prone, and expensive
It eats up time better spent on real conversations
These are perfect jobs for automation. With the right insurance automation software, you can handle those tasks instantly and accurately, freeing up your team for meaningful conversations.
Adopters of insurance process automation are already seeing the benefits. They're responding to customers faster, which leads to better experiences and higher satisfaction. When issues are resolved quickly, people notice and loyalty builds.
They’re also cutting overhead by streamlining repetitive work. Instead of wasting skilled agents on low-impact tasks, they’re putting their time where it matters most: solving complex problems and building stronger customer relationships.
But automation does more than speed things up. It gives you resilience. During a crisis (like a sudden spike in claims) automated systems keep your contact center running, even when your team’s at capacity.
One reason many insurance teams turn to platforms like Strada is the pressure to do more with less:
Fewer agents
Tighter budgets
Higher expectations
Strada was designed specifically for this environment, offering a way to shift common service workloads (like policy updates or claims status checks) into automated workflows, while keeping human agents available for higher-value tasks.
So, the key is to start small and focus on areas with clear impact. But the sooner you begin, the more advantage you gain over competitors.
Let’s now clarify what the term 'contact center automation' actually encompasses.
What is contact center automation?
Contact center automation is using technology to handle routine interactions, so your team doesn’t have to. It’s like giving your organization a set of smart contact center automation tools that work in the background, helping you deliver faster, better service.
You’ve probably seen some of it already: a chatbot that answers questions, a system that routes calls automatically, or a self-service portal that lets customers update their info. All of that is automation in action.
There are 2 main flavors of automation:
Partial automation supports your agents. Think of insurance automation software that fills in forms automatically or suggests the next best action.
Full automation takes entire tasks off their plate, like processing certificate of insurance requests instantly or providing claim updates.
You don’t have to go all-in at once. Most companies start with partial automation and layer in full automation where it makes sense.
Now, let’s clear up a few myths.
One big one is that automation takes away the human element. In reality, it helps your team focus on people, not processes.
Another myth is that it only works for chatbots. But it isn't true. Automation is even more powerful when it’s part of your omnichannel strategy – working across phone, chat, email, and even SMS to keep the experience consistent.
Let’s bring in a practical example about Strada. It’s a platform built to make automation easy and useful in the insurance world. For example:
Inbound and outbound calls → Strada can handle common questions automatically or proactively reach out to customers with updates.
Self-service flows → Customers can check claim status, update policies, or send certificates, all without waiting for an agent.
Agent handoff → When human judgment is needed, Strada passes the conversation to an agent (with full context) so there’s no time wasted.
Strada enables teams to start with partial automation (like call triage or answer pre-fill) and build toward full task automation over time.
Because it was designed for insurance contact center automation use cases, teams don’t need to reconfigure their processes to make automation work; they can start with what’s already in place.
Still, automation doesn’t replace your team. It empowers them with more time, better contact center automation tools, and a sharper focus.
So, what exactly can be automated? Let’s take a look.
Which parts of your contact center can you automate?
You don’t have to automate everything to see real results. In fact, some of the biggest wins come from automating everyday tasks that slow your team down.
If a process is repetitive, rule-based, and doesn’t require deep human judgment it’s probably a good candidate for automation. Before we break it down by task, here’s a simple snapshot of common insurance contact center tasks:
Task type | Automation type | Tool/Approach |
Call routing & triage | Partial | IVRs with NLP, intent detection |
Policy questions & FAQs | Full | Chatbots, voice bots |
Claim status updates | Full | Self-service portals, SMS automation |
Payment reminders | Full | Outbound bots, secure payment flows |
Appointment scheduling | Full | Conversational scheduling bots |
Document collection | Partial → Full | Automated email/SMS + RPA workflows |
Agent support during calls | Partial | Real-time assist, autofill, KB prompts |
Let’s walk through where you can start and how to make it work.
Call routing and triage
This is one of the easiest places to begin. You don’t need to route every caller to a receptionist or old school IVR. Instead, you can use automated systems to ask a few quick questions upfront:
Why are they calling?
Which product are they calling about?
Are they a new or existing customer?
Based on the answers, the system routes the call to the right person or handles it directly. This reduces wait times and ensures agents aren’t wasting time transferring calls or repeating questions.
To make it practical, Strada supports this by recognizing intent in customer questions and routing based on product line, type of issue, and policyholder status, freeing up agents from repeatedly transferring calls or collecting the same information.
Policy inquiries and FAQs
Many insurance questions are common and structured, like “How do I change my address?” or “When does my policy renew?”. Tools like Strada use domain-specific AI to answer these directly (over phone or other channels) without human intervention.
Automation can help them through voice systems, chatbots, email, or even SMS 24/7. It’s faster for the customer and frees your agents for more complex tasks.
Claims status and basic servicing
Customers want to know what’s happening with their claims, but these updates usually don’t need a human. With automation, they can check claim status, upload documents, or receive text/email updates without needing to call.
For updates that don’t require judgment (e.g., “Is my claim under review?”), Strada can provide status updates automatically via phone or SMS, reducing call volume and preventing unnecessary follow-ups.
This also cuts down on repeat calls, since customers feel informed and in control.
Payment processing and reminders
Payments are perfect contact center automation use cases. Here’s how you can automate this process:
Send automatic reminders for upcoming or missed payments
Help customers stay on track, without extra effort from your team
Offer secure, self-service payment options (online or by phone)
Let customers pay on their schedule, no waiting for an agent
Improve speed, reduce friction, and lower late-payment rates
To put this into motion, Strada can automate outbound reminders and offer secure payment options through conversational interfaces, ensuring customers stay informed while reducing late payments and collection follow-ups.
Appointment scheduling and callbacks
Instead of waiting on hold, policyholders can schedule a callback through Strada. It confirms availability, books the time, and sends reminders, all via conversation rather than forms or portals.
It’s a smoother experience and customers appreciate the flexibility.
Compliance and documentation handling
Insurance is a highly regulated industry, and documentation matters.
Automation can help collect, store, and verify documents while keeping everything compliant. It can also prompt customers to submit missing paperwork or forms before they expire.
It reduces risk and takes the pressure off your team to track every detail.
Agent assist during live calls
Even when automation isn’t front and center, it can still help behind the scenes. Contact center automation tools like real-time suggestions, auto form fills, and knowledge base prompts can guide agents while they talk to customers.
The result? Faster calls, fewer errors, and a much better customer experience.
Now let’s look at how this works in practice. As we mentioned, Strada is a platform which helps automate routine tasks and enhance live interactions.
Here’s what it is doing in the field:
#1 Policy servicing
Strada supports the full policy lifecycle, stepping in early to remove friction and set agents up for success. Here’s how it plays out:
Renewals
Strada streamlines the renewal process by automatically collecting updated customer information, pre-filling forms, and surfacing any policy changes that need review. Agents can then step in only where exceptions or approvals are required.
The outcome is faster renewals, fewer back-and-forths, and higher customer satisfaction.
Quote intake
When a prospect requests a quote, Strada takes the lead. It gathers key details, verifies eligibility, and organizes the data in the carrier’s system before the agent even gets involved.
By reducing manual data entry and ensuring accuracy upfront, agents can focus on closing the deal rather than chasing down missing details.
FNOL pre-screening
For First Notice of Loss (FNOL) claims, Strada acts as the first responder. It captures essential incident information, checks policy coverage, and flags potential red flags for human review.
This speeds up the claim initiation process, reduces errors, and ensures agents have the right context at their fingertips when they step in.
#2 Lead qualification in under a minute
As soon as a new lead arrives, Strada gets to work: engaging the prospect, asking qualifying questions, and routing the lead to the right team automatically.
The result? No lag time, higher conversion rates, and fewer missed opportunities.
#3 Conversational appointment scheduling
Strada interacts with customers in real time, finds mutually available slots, confirms the appointment, and even handles reminders.
It’s fully automated but feels like a human touch – boosting show rates and saving teams hours of coordination work each week.
The key is to start with what’s slowing you down most. Pick one or two areas to automate first. Test, learn, adjust. Then build from there.
Next, let’s look at what will drive the continued growth of automation processes.
What technologies power insurance process automation in 2025?
In 2025, automation includes practical and flexible technologies that are transforming how insurance contact centers operate. Behind the scenes, a powerful tech stack does the heavy lifting, giving your contact center the speed and flexibility it needs without losing the personal touch.
Let’s unpack the key technologies that make this possible and how you can actually use them.
Contact center AI automation and natural language processing (NLP)
At the core of modern automation is AI, especially natural language processing. NLP helps systems understand what people actually mean, not just what they say.
So, when someone says, “I need help with my policy,” instead of forcing them into a menu, the system knows what they’re asking and where to take them.
NLP powers voice bots, chatbots, and even email sorting. It makes interactions feel more like a conversation and less like a checklist. That means faster resolutions and less frustration for your customers.
For example, Strada’s NLP models are trained on insurance-specific terminology, so it understands phrases like “reinstatement,” “COI,” or “class code” more accurately than general-purpose bots.
Voice and text-based agents
AI agents serve as your frontline assistants. They:
Greet customers and start the conversation
Answer common questions instantly
Handle tasks like checking claim status or updating contact info
Work across channels: chat, SMS, email, and phone
Understand context (not just keywords), so interactions feel natural
Unlike the old-school bots, today’s virtual assistants work across multiple channels (chat, SMS, email, and phone) and can understand context.
Even better, they know when to escalate. If a customer needs something complex, the assistant can hand it off to an agent instantly, with full background included. No repetitive explanations needed.
Robotic process automation (RPA)
Now let’s talk about what happens behind the scenes. RPA is like having a digital assistant that can click, copy, and enter data just like a human, but way faster and without errors. It’s ideal for connecting older systems that don’t talk to each other.
Behind the scenes, Strada uses RPA to enter or retrieve data from CRMs and legacy systems during or after a call, so agents don’t have to re-enter details manually.
It handles the busywork, so your agents don’t have to.
Voice analytics and sentiment detection
Sometimes, the words customers use aren’t enough. You need to know how they feel. Voice analytics and sentiment tools listen for tone, speed, and emotion in real time. They can detect if a caller is frustrated, confused, or on the verge of escalation.
That insight can trigger actions, like offering a callback, notifying a supervisor, or switching the customer to a live agent. It’s a smart way to catch issues early and deliver better service on the fly.
So, if frustration or confusion is detected in a voice interaction, Strada can escalate to a human or offer a fallback action. This helps resolve issues before they escalate.
Low-code/no-code platforms
In the past, automation meant long development cycles and expensive IT resources. In 2025, that’s changed.
With Strada, teams can build or modify flows using visual tools, without relying on developers. For example, updating a claims triage script or changing routing logic takes minutes.
This flexibility makes it easier to experiment, learn, and improve with no code automation contact center solutions and without relying on developers every step of the way.
Integration with CRMs and core systems
Even the smartest automation is useless if it’s disconnected. That’s why integration is key. When your contact center automation software syncs with your CRM, claims platform, and policy system, everything just works.
Customers get faster, more accurate answers.
Agents have full context the moment they pick up a call. Data flows smoothly between systems, reducing manual entry and minimizing errors.
This creates a connected, consistent experience across every channel, whether someone calls, chats, or emails.
You don’t need every tool on day one. But understanding what’s available helps you make smart choices and avoid dead ends.
So how do you get started? We’ll walk you through it next.
How do you get started with insurance automation software?
Starting automation in your contact center might sound like a big leap, but it’s really just a series of small, smart steps.
You don’t need to rebuild everything from scratch. You just need to know where to look, what to prioritize, and how to roll it out without disrupting daily operations.
Let’s walk through how to do it.
Step #1: Look at where you are today
Start by assessing your current setup – with these questions:
What systems are we using today?
Where are our agents spending most of their time?
What questions or issues do customers ask over and over?
Where are the biggest delays or drop-offs?
What does the data say about call volume or handle time?
Look at call volumes, common service requests, and average handling times. These metrics will help you see what’s working and what’s not. If your agents are answering the same five questions all day long, that’s a clear automation opportunity.
Step #2: Find your quick wins
Now that you know what’s happening, look for easy wins. These are tasks that are repetitive, rule-based, and high-volume.
Think payment reminders, claim status updates, coverage verification, and appointment scheduling. They’re simple to automate and deliver fast impact, less work for your team and better experiences for customers.
Teams using Strada often begin with one or two clear areas, such as claim status updates or renewal outreach. These contact center automation use cases require minimal change management and offer measurable impact.
Step #3: Set clear goals and metrics
Don’t just automate for the sake of it.
Define what success looks like. Maybe you want to reduce call volume by 20%, cut average handling time by 30 seconds, or improve first-contact resolution. Having clear goals keeps your project focused and helps you track progress.
Make sure to align these goals with what matters most to your customers and your team.
Step #4: Choose your approach = build or buy?
You’ve got two paths: build your automation in-house or work with a vendor.
Building gives you full control but takes more time and resources. Working with a vendor is faster, especially if you don’t have a big IT team.
Ask yourself:
Do we have the technical resources to build and maintain this?
How fast do we want to launch?
Is our goal to experiment quickly or go deep with customization?
If you don’t have in-house engineering resources, a ready-made solution like Strada helps you move quickly. Its insurance-specific templates and integrations reduce the ramp-up time.
Step #5: Build a roadmap + roll out in phases
Don’t try to automate everything at once. Instead, map out a phased rollout. Start with one or two high-ROI use cases. Test, learn, and expand from there.
Make sure you involve your frontline agents early. They’ll give you valuable feedback and help shape workflows that actually work in the real world. Keep training simple, and show them how automation makes their job easier, not harder.
If you want to hit the ground running, Strada is a purpose-built solution for insurance contact centers, designed to eliminate the heavy lifting.
Here’s how Strada helps you start fast:
No engineering lift required = You don’t need to write code or manage complex integrations. Strada plugs into your systems with minimal effort.
Pre-built call flows = It comes with ready-to-deploy automation for high-impact areas like renewals, claims updates, and quote intake.
Hands-on support = Strada’s forward-deployed team works directly with you during setup, testing, and optimization. You’re not left figuring it out alone.
You don’t need to wait for the “perfect time” to start automating. With a focused plan and the right support, you can begin making improvements today, and keep building from there.
Here’s a starter checklist that shows what to focus on in your first 30, 60, and 90 days:
Timeframe | Goal | Key actions | What Strada helps with |
Day 1–15 | Discover & prioritize | • Review call/chat logs • Identify top 3 high-volume, repetitive tasks • Define KPIs (e.g., AHT, FCR) | • Use Strada playbook templates to map tasks • Get quick-start guidance from support team |
Day 16–30 | Launch first workflow | • Choose a “low-friction” use case (e.g., claim status or payment reminder) • Deploy insurance process automation pilot • Train agents on new flow | • Strada deploys first use case in 2–3 weeks • Agents get real-time assist tools out of the box |
Day 31–45 | Monitor & measure | • Track usage, CSAT, and containment rate • Gather agent and customer feedback • Fix any friction points | • Strada dashboards show live metrics • Easy no-code updates to flows |
Day 46–60 | Add 1–2 new contact center automation use cases | • Expand to second and third tasks (e.g., appointment scheduling, renewal outreach) • Re-align KPIs | • Use existing templates. No engineering needed • Leverage prebuilt CRM integrations |
Day 61–90 | Refine, report, and scale | • Evaluate ROI (time savings, cost per interaction) • Present results to leadership • Plan next rollout phase | • Strada generates reports automatically • Forward-deployed team supports scaling strategy |
Of course, no process is perfect from day #1, and you might run into some bumps early on. Let’s take a look at what to expect and how to handle it.
What are the common challenges, and how do you handle them?
Automation brings major advantages, but like any meaningful change, it comes with a few bumps in the road. Most of them are predictable, and with the right strategy, you can handle them.
Here are some common automation challenges (and how to handle them):
Team resistance is normal. People worry automation will replace them. Bring them in early, explain the “why,” and let them test the tools. Show how automation clears repetitive tasks so they can focus on meaningful work. Tools like Strada support agents by generating summaries and next steps after calls – reducing admin time and fatigue.
Legacy system integration can feel overwhelming. Many centers still use older platforms. You don’t need to rebuild. Look for contact center automation software that connects easily with what you already have. Strada integrates with both CRMs and legacy systems, so you can start fast, without a full overhaul.
Inconsistent experiences turn customers off. If bots sound robotic or handoffs feel clunky, people notice. Match your brand tone in every interaction. Use smart routing and always pass full context to agents so customers don’t repeat themselves.
Not everything should be automated. Emotional or sensitive cases (like fraud or complex claims) need a human. Automation helps by giving agents more time to handle these with care.
Contact center AI automation tools need oversight. Don’t “set and forget.” Monitor how your tools perform. Train them on real insurance data. Make sure you stay compliant, fair, and privacy-conscious.
But, these challenges aren’t roadblocks. They’re just part of the process. Plan for them, involve your team, and automation will become a natural, valuable part of your contact center.
So what benefits do agents gain from automation? Let’s take a closer look.
How does insurance process automation impact agents?
One of the biggest misconceptions about automation is that it pushes people out.
But in reality, it does the opposite. In an insurance contact center, automation isn’t here to replace agents. It’s here to support them.
When done right, it removes the repetitive, energy-draining parts of the job and makes space for more meaningful, human-centered work.
Less burnout, fewer calls
Let’s start with the day-to-day. Agents in busy contact centers deal with a high volume of repetitive calls: policy updates, claim status requests, ID verification, payment reminders.
These tasks are necessary, but also mentally exhausting.
Automation steps in to handle these basics instantly, which directly reduces call volume and lightens the overall workload. Less volume means fewer queues, shorter handle times, and less pressure on the team.
More focus on complex, valuable work
Automation allows agents to prioritize more complex and high-value conversations. No more time wasted on routine tasks. Agents can focus on what truly requires human judgment, such as fraud cases, inquiries involving multiple policies, or sensitive customer issues.
These are the moments where empathy, insight, and experience matter most. Automation clears the way for agents to bring those strengths forward.
New skills and real growth
With more time to focus on strategic interactions, agents naturally develop new skills. Many teams introduce training for advanced issue handling, emotional intelligence, and digital tools.
You’re not just helping agents adapt. You’re helping them grow. This creates a sense of progress and purpose, which boosts morale and reduces turnover.
Real-time contact center automation software makes work easier
To make that shift even smoother, real-time assist tools can guide agents during live conversations. This insurance automation software might suggest responses, surface relevant info, or auto-fill forms while the agent talks.
This takes pressure off and helps agents feel more confident, even in complex or unfamiliar situations.
A better, more flexible work environment
As automation takes over the repetitive work and support tools step in, the overall work environment improves. Agents get more breathing room. Their days are more varied, less reactive, and more focused on customer outcomes.
This opens the door to flexible schedules, remote options, and hybrid roles that would’ve been hard to manage before. When agents feel less drained and more empowered, they’re far more likely to stay and thrive.
Augmenting agents with Strada
This agent-first approach is exactly how Strada is built. It doesn’t just automate for the customer. It automates with the agent in mind.
Strada, as your AI contact center automation tool, handles repetitive inbound requests automatically, like claim updates, renewal reminders, or appointment scheduling, so agents never have to touch them.
When agents do take a call, Strada creates an instant post-call summary and suggests the next best action, so they can move on quickly without spending time on wrap-up.
And if a call goes off-script or gets complicated, Strada supports real-time fallback, seamlessly escalating the issue or transferring it with full context intact.
This isn’t automation vs. agents. It’s automation FOR agents. It clears their path, sharpens their skills, and makes their jobs more rewarding.
But how can you be sure it’s delivering real results? Let’s take a closer look at this important question.
How do you measure success?
Once you’ve launched automation in your contact center, the next question is: Is it working?
To answer that, you’ll need to track the right metrics. Not everything that moves is meaningful, so focus on the indicators that actually show whether automation is improving efficiency, experience, and ROI.
Define what “success” looks like for your team.
Maybe you want to resolve issues faster, reduce call volume, or improve customer satisfaction. Clear goals give you direction and help you spot what’s working (and what’s not).
Here are a few key performance indicators (KPIs) to keep an eye on:
Insurance process automation metrics | What it tells you | Good sign means... | 2025 benchmark (Insurance) |
First Contact Resolution (FCR) | % of issues solved on first contact | Automation routes or resolves correctly | 75–85% |
Average Handling Time (AHT) | Time agents spend per interaction | Agents are more efficient | 3–5 minutes |
Containment rate | % of tasks completed without agent involvement | Self-service is working well | 40–60% (varies by use case) |
Customer Satisfaction (CSAT) | How satisfied customers are post-interaction | Customers value the experience | 80–90% |
Net Promoter Score (NPS) | Likelihood customers will recommend you | Strong customer loyalty | 50–70 |
Agent productivity | Output per agent per hour | Automation is reducing agent workload | 10–15% uplift from baseline |
Cost per interaction | Cost to resolve one customer request | You’re saving money without losing quality | $5–$8 with automation (vs. $10–12 manually) |
Beyond metrics, the right tools make all the difference. Use dashboards and analytics platforms that give you real-time visibility into both agent performance and automation flow.
Strada includes dashboards that help you track self-service containment, sentiment shifts, and agent productivity. Over time, this lets teams see where workflows succeed and where they need refining.
And, don’t just track numbers. Dig into why things are changing. Which workflows are performing best? Where are customers dropping off? What feedback are agents giving about the new tools?
Also, schedule regular reviews, not just at launch, but quarterly or monthly. Make small improvements often, and involve your frontline team. They’ll spot what’s working (and what’s frustrating) faster than anyone else.
Measuring success is about making sure automation is doing what it was meant to do: helping your team, delighting customers, and driving real results.
Next, let’s look at an example of what this process should look like in practice.
What does a fully automated contact center look like?
Let’s step into a fully automated insurance contact center in 2025. It’s 9:00 a.m., but there’s no chaos.
No long queues, no agents buried in basic questions.
Everything’s running like clockwork, because insurance process automation is handling most of the front-line traffic.
Customers reach out across channels: text, chat, phone, even email. They don’t need to think about which one to use; the experience feels the same everywhere. A policyholder texts to ask for a claims update.
A new customer visits the website to get a quote. Another calls in to reschedule an appointment. In each case, an intelligent virtual assistant responds immediately. It understands the intent, pulls data from internal systems, and resolves the issue in seconds.
Most interactions never reach an agent. That’s because automation takes care of routine requests instantly. Things like:
Billing inquiries
Address changes
Payment reminders
Claim status updates
Appointment scheduling
The system also knows when to stop and when to escalate. So when a conversation requires a human touch, it hands things off to an agent with full context.
Agents, in this setup, are no longer stuck in reactive mode. Their time is spent solving real problems. They use AI-assisted tools to surface the right info quickly, get smart suggestions during the call, and auto-generate summaries after it.
The work is less draining, more focused, and far more rewarding.
Everything is monitored in real time. Team leaders have full visibility into how the system is performing. They can spot where bots are succeeding, where customers are dropping off, and what needs adjusting.
And if something’s off, they don’t need an engineering team to fix it. They use drag-and-drop tools to tweak the flow and publish updates in minutes.
This isn't a theory. It’s already happening. In centers using Strada as their AI contact center automation platform, many calls never require a live agent.
Policyholders get what they need through natural, conversational interfaces. When human help is needed, agents step in with full context and support tools that simplify the next steps.
Still in these cases, insurance process automation didn’t replace the team. It made them faster, smarter, and more focused on what really matters.
Here’s a simple comparison of what’s automated vs. agent-handled in a fully modern center:
Task type | Fully automated? | Notes |
Claim status check | ✅ | Fully self-service via IVR, chat, or SMS |
Address or contact update | ✅ | Can be handled by bots across channels |
Payment reminders | ✅ | Automated outbound + self-pay options |
Fraud investigation | ❌ | Needs human review and judgment |
Quote follow-up | ✅ / ❌ | Lead intake = ✅, complex quoting = ❌ |
Multi-policy changes | ❌ | Needs context, negotiation, human clarity |
Complaint handling | ❌ | High emotion = requires empathy, tone, escalation awareness |
That’s what a fully automated contact center looks like: calm on the outside, intelligent on the inside, and fully aligned with what both customers and agents need.
You’re now equipped with a clear plan to automate your contact center. Before you dive in, let’s quickly review the essentials.
Final thoughts: is your contact center future-ready?
Automation in your insurance contact center is all about staying ahead.
Throughout this playbook, you’ve seen how automation can reduce costs, cut down on repetitive tasks, boost agent performance, and improve customer experience.
But like any powerful tool, it comes with risks if not handled thoughtfully: poor implementation, lost context, and the danger of losing the human touch.
That last point is critical. Even in a digital-first world, empathy still matters. Customers don’t just want fast service. They want to feel heard and understood. Automation should make room for real conversations, not replace them.
So how do you build a contact center that’s ready for tomorrow? You:
Focus on adaptability, not perfection
Use systems that scale with your business and flex with customer needs
Encourage your team to:
Test new ideas
Embrace new tools
Improve continuously
Innovation shouldn’t be a one-time project. It should be how you operate.
That’s also why many insurers choose Strada. It’s built specifically for insurance, with workflows designed around real-world use cases. And it’s focused on delivering results, not just features. Insurers turn to Strada because it:
Delivers measurable outcomes, not just insurance process automation
Grows with you as your customer and business needs evolve
The future of customer service is fast, flexible, and deeply human. With the right mindset and the right tools like Strada, your contact center won’t just be ready for the future.
It’ll lead it.
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Phone AI agents for insurance distribution
© 2025 Strada API, Inc.