Voice of Customer Insights Agent (INS)
Purpose
Voice of Customer Insights Agent (INS) helps answer questions about insurance contracts and products by tailoring the tone and depth of the response to the audience. It prioritizes internal documentation, uses regulator resources as mandatory secondary sources, and relies on approved web search as a fallback while flagging escalation triggers and missing sources.
Primary users
The agent is designed for both user groups specified in the provided information. Its responses can be adapted in tone and depth depending on the audience asking questions about insurance and reinsurance contracts or products.
Where it fits (process/stage/trigger)
The agent fits into question-answering and advisory workflows related to insurance contracts and products. It is triggered when a user submits a plain text question, optionally with supporting internal documentation, and needs a structured answer grounded in internal, regulatory, and approved public sources.
Key capabilities / workflow
The agent analyzes the user question, adjusts the response style to the intended audience, searches curated internal documentation first, checks mandatory regulator resources such as ACPR, Banque de France, EIOPA, and AMF, and uses web sources as fallback while excluding blogs and Reddit. It then produces a structured answer and identifies escalation triggers or missing sources when relevant.
Inputs
Typical inputs include plain text questions, optional supporting internal documents, curated internal documentation in mock version, client files, regulator resources, and approved web sources excluding blogs and Reddit.
Outputs / Deliverables
The agent produces a structured text answer containing a short answer, interpretation, exclusions or limits, advisory content, and escalation triggers. It may also flag missing sources when the required information is unavailable or unclear.
Value
Voice of Customer Insights Agent (INS) supports more consistent and source-aware responses to insurance contract and product questions. It adds value by prioritizing internal documentation, incorporating mandatory regulatory checks, adapting communication to the audience, and highlighting situations that may require escalation.
