Brand Engagement Network Adds Dr. Ruy Carrasco to Board, Debuts Insurance AI Agent at Swiss Life Network Partners Conference in London

BEN adds Dr. Ruy Carrasco to its board and previews Insurance AI Agent in London

Brand Engagement Network (BNAI) announced the appointment of Dr. Ruy Carrasco to its board. The company also plans to debut an Insurance AI Agent at the Swiss Life Network Partners Conference in London.

For insurers, this signals growing momentum behind AI-driven distribution, service, and operations. Here's what matters, what to ask, and how to prepare.

Why this matters for insurers

• Distribution: Always-on engagement for brokers, partners, and customers with consistent answers and intent capture.
• Service: Policy servicing, endorsements, billing questions, and coverage clarifications with clear escalation paths.
• Claims: Intake, triage, document collection, and status updates to reduce cycle time and call volume.
• Underwriting support: Pre-quote data gathering, appetite checks, and submission enrichment to improve hit ratio.

About the debut

BEN will showcase its Insurance AI Agent at the Swiss Life Network Partners Conference in London. If you or your partners attend, it's a good benchmark for how conversational systems handle real policy and claims workflows under live conditions.

Event context: The Swiss Life Network brings together multinational benefits partners and providers across markets. You can review the network's background here: Swiss Life Network.

Key questions to ask any AI agent vendor

• Security and privacy: Where is data stored? How is PHI/PII handled? Is data used to train third-party models?
• Compliance controls: Audit logs, consent, retention, redaction, and region-specific requirements (e.g., GDPR).
• Model transparency: Which models are used? Can you select models per use case? How are prompts and guardrails managed?
• Accuracy and safety: How is hallucination risk mitigated? What's the escalation logic to a human? What fallback flows exist?
• Domain coverage: Which lines of business and product forms are supported? Can you map to your own wordings?
• Integration: Native connectors for policy admin, CRM, claims, document stores, and knowledge bases.
• Deployment: On-prem, VPC, or SaaS? Single-tenant options? Latency and uptime guarantees (SLAs).
• Governance: Versioning, approvals, role-based access, and change management for prompts and knowledge articles.
• Localization: Multilingual support, regional compliance, and currency/date handling.
• Total cost: Seat vs. usage pricing, model costs, and costs for integration, fine-tuning, and ongoing optimization.

High-value use cases to pilot first

• Broker support desk: Appetite checks, quote status, document requirements, and policy lookups.
• FNOL intake: Guided claims intake with data validation and document capture.
• Coverage Q&A: Answers based on approved product wordings and endorsements with citations.
• Endorsements and COIs: Automate simple endorsements and certificate generation with guardrails.
• Compliance scripting: Regulated disclosures and compliant scripts for sales and service interactions.

Metrics to track from day one

• Containment rate: Percent of sessions resolved without human handoff.
• Time to resolution and cycle time: Especially for FNOL and simple endorsements.
• Quality: Accuracy, citation coverage, and user satisfaction (CSAT/NPS).
• Operational impact: Call deflection, email backlog reduction, and agent handle time.
• Risk: Escalation accuracy, compliance incidents, and audit findings.

Governance and compliance pointers

If you operate in or serve the UK/EU, align deployments with GDPR and local guidance on AI and data protection. The UK ICO maintains practical guidance: ICO: AI and data protection.

• Keep full audit trails of prompts, responses, decisions, and human overrides.
• Use policy-approved knowledge sources with explicit versioning and expiry dates.
• Redact sensitive data before model calls; restrict training on customer data by default.
• Define clear accountability across product, legal/compliance, and operations.

Integration checklist

• Identity and access: SSO, role-based permissions, and secure session handoff to human agents.
• Systems: PAS, CRM, claims, billing, content management, and document e-signature.
• Data quality: Source-of-truth mapping, glossary alignment, and deduplication rules.
• Knowledge ops: Publishing workflow, SME review, and automated article freshness checks.

What to watch next

• Live demos and customer references from the London conference.
• Evidence of accuracy at scale across product forms and jurisdictions.
• Roadmap for agentic workflows (multi-step tasks) and deeper system actions with approvals.
• Clear pricing and SLAs that reflect production-grade insurance workloads.

Upskill your team

If you're building AI capability in-house, see hands-on courses for insurance-adjacent roles here: AI courses by job. For a quick scan of popular AI tools worth piloting with guardrails, start here: Popular AI tools.