Eleos Life launches AI voice agent for round-the-clock customer support
Date: November 24, 2025
Eleos Life has rolled out an AI voice agent that answers customer questions instantly, anytime. It pulls responses directly from Eleos policy documents to keep answers accurate and consistent, as reported by FF News.
What's new
- 24/7 assistance with no wait times.
- Answers to general policy questions using policy document content.
- Self-service actions: update coverage details, cancel policies, access claims information.
- Feedback collection to improve service quality.
- Outbound calls to prospects to guide decision-making with clear explanations.
Importantly, Eleos says this will not replace human agents. Customers can still talk to a person via phone, email, or WhatsApp whenever they prefer.
Why this matters for support leaders
- Faster resolution: Deflects common queries and tasks that usually crowd phone lines.
- Consistency: Answers come from the same source your teams use, reducing confusion.
- Accessibility: Helpful for people who struggle with reading online content or writing emails.
- Proactive support: Outbound voice can move prospects and policyholders forward without waiting for inbound contact.
Human + AI: a clear operating model
Eleos is positioning the voice agent as a first-line helper, not a replacement. That matters for trust and service quality. The handoff path is still there: phone, email, and WhatsApp remain open for customers who want a person, or for cases that require judgment.
For support teams, this means treating the AI voice agent like a new teammate: define ownership, escalation cues, and the exact moments where a human steps in. Keep the boundaries crisp.
What the agent can handle today
- General policy questions pulled from policy docs.
- Coverage updates within allowed parameters.
- Policy cancellations with a clear, compliant flow.
- Claims information access and status updates.
- Collecting structured feedback to close the loop.
- Outbound calls for education and guidance, helping prospects make informed choices.
How to operationalize this in your support org
- Map the journey: List the top 20 intents you want the voice agent to own. Define triggers that route to a human (complex claims, complaints, vulnerability flags).
- Tighten the knowledge base: Since answers come from policy text, ensure your documents are current, versioned, and labeled. Outdated content will show up on calls.
- Set guardrails: Restricted actions, identity checks where needed, and clear compliance language-especially for cancellations and coverage changes.
- Measure what matters: Track containment rate, first contact resolution, average handle time, transfer rate, CSAT, and complaint volumes. Compare before/after.
- Quality assurance: Sample recordings, review transcripts, and annotate failure cases weekly. Feed improvements back into the knowledge base.
- Escalation experience: When a call moves to a human, pass context (intent, transcript snippet, policy number) so customers don't repeat themselves.
- Accessibility: Offer simple prompts and plain language. Provide an easy switch to a human at any point.
- Training: Brief agents on what the AI handles so they can focus on edge cases and empathy-heavy moments.
Part of a bigger AI toolkit at Eleos
This launch builds on Theea, Eleos Life's earlier AI assistant that helps people work through insurance applications with personalized coverage calculations. The voice agent adds another channel for customers who prefer speaking over reading or typing.
Leadership view
"We're committed to making protection simple, accessible, and always available. 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. We're removing barriers to access and empowering our customers to manage their protection with confidence." - Kiruba Shankar Eswaran, CEO of Eleos Life
What to watch next
- Deeper integration across channels so context follows the customer from voice to WhatsApp to email.
- Expanded policy actions as compliance models mature.
- More proactive outreach for renewals, reminders, and claim follow-ups.
For support teams, the takeaway is simple: use AI voice to clear the queue and keep humans focused on the moments that build trust. Keep your knowledge base clean, your handoffs smooth, and your QA tight.
If you're preparing your team for AI in customer support, explore practical training paths here: AI courses by job.
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