Eleos Launches AI Voice Agent for Always-On Insurance Support
Eleos, the embedded income protection and life insurance provider, has launched an AI Voice Agent that delivers 24/7 customer assistance with a direct handoff to human support when needed. The agent can also make outbound calls to prospective clients, extending support beyond inbound service.
The system pulls answers straight from Eleos policy documents. That makes it useful for common requests like coverage updates, claims information, or how to cancel an existing policy-without drifting into guesswork.
"We're committed to making protection simple, accessible, and always available," said Eleos Life CEO and Co-Founder Kiruba Shankar Eswaran. "Our voice agent extends this mission by giving customers the support they need, exactly when they need it-whether that's at midnight or mid-afternoon."
What This Means for Customer Support Teams
- Deflects routine queries (coverage, claims status, cancellations) while keeping human agents focused on complex or sensitive cases.
- Improves accessibility for customers who prefer talking over reading online content or writing emails.
- Anchors responses in approved policy documents to keep answers consistent and compliant.
- Enables safe escalation to a human via phone, email, or WhatsApp.
- Supports outbound calling to warm leads and policyholders for follow-ups, renewals, or missing info.
Day-One Use Cases
- Policy coverage questions and updates.
- Claims process guidance and status checks.
- Policy cancellations and next steps.
- Outbound reminders for documents, medicals, or pending actions.
Guardrails to Put in Place
- Source control: Restrict the agent to vetted policy docs, product FAQs, and approved scripts.
- Consent and disclosures: Secure consent for outbound calls; disclose recording and data usage clearly.
- Escalation logic: Immediate transfer for sensitive topics (claims disputes, bereavement, complaints, vulnerability indicators).
- Compliance checks: Align flows with US and UK standards, including the UK FCA's focus on accessible support under the Consumer Duty.
- Safeguards: PII redaction, hallucination tests, and periodic audits of transcripts.
KPIs to Track
- Containment rate (resolved by the voice agent without handoff).
- First contact resolution and average handle time.
- CSAT post-call (agent vs. bot) and complaint rate.
- Escalation speed for high-risk intents and vulnerable customers.
- Outbound conversion (completed actions, appointments booked, forms returned).
How It Fits Eleos' AI Roadmap
This voice launch follows Eleos' August release of Theea, an intelligent chatbot that guides customers through the insurance application with step-by-step support and personalized coverage calculations. At launch, Eswaran highlighted its clear, jargon-free guidance and multilingual support to improve access and confidence.
Eleos specializes in embedded term life, disability, and income protection across the US and UK. The company made its FinovateEurope 2024 debut, showing how partner data can raise awareness, generate quotes, and speed up applications inside consumer brand journeys.
Implementation Checklist for Support Leaders
- Map top intents by volume and risk. Define "bot-safe" vs. "human-only."
- Create canonical answers from policy docs; keep a tight update cadence with version control.
- Build clear escalation paths across phone, email, and WhatsApp with warm transfers.
- Run QA on real transcripts weekly: accuracy, tone, compliance, and vulnerability handling.
- Train agents to monitor, coach, and own outcomes when the AI hands off.
- Publish dashboard visibility to Ops, Compliance, and QA; act on trends, not anecdotes.
If your team is upskilling for AI-assisted support, see practical pathways by role at Complete AI Training.
Bottom Line
Eleos' AI Voice Agent extends access without removing the human touch. For insurance support teams, the win is simple: faster answers for routine needs, clean handoffs for complex moments, and tighter control over compliance and consistency.
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