The integration introduces Ada’s generative AI-powered “AI Agent,” enabling customers to resolve queries using voice commands over the phone. This innovative technology reduces wait times, facilitates self-service, and allows Clearcover’s customer service representatives to focus on more complex inquiries, improving resolution speed and cutting operational costs.
Angela Pratt, Clearcover’s VP of Customer Service Operations, highlighted the benefits of the feature, stating, “This feature rounds out our self-service options for customers by offering a fast, independent solution to resolve issues and answer questions without human interaction. At the same time, it empowers our Customer Advocates to focus on their ‘superpowers’—addressing more complex issues that require personalised attention.”
The voice automation system leverages retrieval-augmented generation (RAG) technology and integrates directly with Clearcover’s internal systems, knowledge bases, and policies. This allows it to retrieve information from documents, escalate complex queries to specific team members, enable expedited policy changes, and provide quick, accurate answers to customer questions about policies and coverage.
The voice function builds on Clearcover’s partnership with Ada, which began in May 2024 with the launch of a chat interface on the company’s digital platforms. The addition of voice capabilities enhances Clearcover’s omnichannel service offerings, ensuring customers can access seamless, efficient support at any time.
Adam Fischer, Clearcover’s Chief Product and Innovation Officer, emphasised the strategic importance of the integration: “Voice automation aligns with our objective to produce innovative solutions and work with like-minded partners to advance our customer experience. This partnership represents a significant step forward in our mission to deliver fast, seamless, and personalised service.”
The integration has already proven effective, with Ada’s voice solutions managing a substantial portion of Clearcover’s calls and significantly enhancing efficiency for customer service representatives. Mike Gozzo, Ada’s Chief Product and Technical Officer, praised Clearcover’s innovative approach, saying, “Clearcover’s expansion into the voice channel demonstrates their commitment to a seamless omnichannel experience. By leveraging our generative AI technology, they’re transforming routine insurance inquiries into engaging, personalised conversations that drive deeper customer loyalty and satisfaction.”
Available 24/7 through Clearcover’s website, mobile app, and Agent Hub, the voice automation service is a significant step forward in improving accessibility and customer satisfaction. Clearcover continues to innovate by adopting cutting-edge AI solutions to provide fast, reliable, and personalised support for its policyholders.
