Liberate and HawkSoft team up on insurance-native voice AI automation
HawkSoft is integrating Liberate's voice AI into its agency management system. For independent agencies, MGAs, and carriers, that means new ways to automate customer service, quoting, and call routing without adding headcount.
Unlike generic call bots, Liberate's system is engineered for insurance. It connects live caller intent with agency data, routing rules, and quoting workflows so routine requests get handled fast and consistently.
What changes for independent agencies
- 24/7 automated phone services in English and Spanish
- Caller identification with HawkSoft records and routing to the assigned rep
- Works with your existing phone system - no technical modifications required
- Full conversation transcripts logged to HawkSoft for documentation and follow-up
- Lower hold times and fewer missed calls as common inquiries are answered automatically
- Streamlined quoting and intake so producers spend more time advising
How it works
Liberate's voice AI ties into agency software and call flows in real time. The system detects intent (ID cards, payments, claims, quote intake, endorsement requests) and executes the right workflow or routes the call to the right person.
Because it runs from within the management system, every interaction can be recorded, tracked, and surfaced to your team inside existing processes.
Leadership perspective
Amrish Singh, CEO and co-founder of Liberate, said the partnership is focused on helping independent agencies adopt AI efficiently - finding, converting, and retaining more clients at a lower cost per contact.
Rushang Shah, CMO at HawkSoft, noted that embedding voice AI allows teams to resolve quick questions instantly and reserve staff time for higher-value conversations like risk discovery and relationship building.
Operational impact you can expect
- Capacity: Handle higher call volume without adding staff.
- Speed: Shorter hold times and quicker first-call resolution on routine tasks.
- Consistency: Standardized answers and documented transcripts in the AMS.
- Producer focus: Less time on phone tag, more time advising and closing.
- Data trail: Clean records for E&O protection and team accountability.
Implementation notes
- Connect to your existing phone system and confirm routing by producer/CSR assignments.
- Enable bilingual prompts and prioritize top intents (proof of insurance, payments, claims status, quote intake).
- Define escalation rules for sensitive interactions (claims FNOL, cancellations, coverage changes).
- Review transcripts weekly for QA; tune prompts and workflows as real call patterns emerge.
- Track KPIs: average speed of answer, abandonment rate, first-call resolution, quote-to-bind, cost per contact.
Fit checklist
- Call volume spikes lead to missed calls or long holds
- Producers and CSRs spend time on repetitive requests
- Inconsistent documentation in the AMS
- Bilingual service needs without bilingual staffing
- Desire to standardize intake for quotes and endorsements
About the companies
HawkSoft, founded in 1995, builds management systems for independent insurance agencies with a focus on workflow effectiveness and support for staff and policyholders.
Liberate provides voice AI, email AI, SMS AI, and digital intake tools that can be deployed in weeks to automate phone and digital communications, gather details for quotes, and process service requests.
Next step
If you're planning AI adoption for service and intake, align on scripts, routing, and documentation before go-live, then roll out by line of business or intent for faster wins. For practical upskilling, see automation-focused AI training resources at Complete AI Training.
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