Liberate and HawkSoft team up on insurance-native voice AI automation
November 20, 2025
HawkSoft has partnered with Liberate to embed insurance-native voice AI directly into HawkSoft's agency management system. The aim is simple: automate customer service, quoting, and call routing without adding headcount, while improving client experience and operational efficiency.
Unlike generic call bots, Liberate's system is built for insurance. It ties AI to real-time data from the AMS and phone routing so independent agencies, MGAs, and carriers can handle more calls, faster, with less friction.
Why this matters for independent agencies
Phones are still your front door. If you can answer common questions instantly and move the right calls to the right people, you win more renewals and free your team for higher-value conversations.
This integration offers that leverage: consistent answers, bilingual coverage, cleaner records, and fewer missed opportunities.
What the integration does
- Automated phone services available 24/7 in English and Spanish.
- Identifies callers using HawkSoft data, then routes to the assigned representative.
- Connects to your existing phone system without technical modifications.
- Logs full transcripts of each call into HawkSoft records for tracking and follow-up.
- Reduces hold times and missed calls by handling common inquiries automatically.
- Streamlines quoting activities using live data from your management system.
- Improves call volume management across agencies, MGAs, and carriers.
What they're saying
Amrish Singh, CEO and co-founder of Liberate, said: "We are hyper-focused on helping independent agencies adopt AI, and partnering with HawkSoft moves us closer to accomplishing that mission. This integration gives agencies a powerful way to find, convert and retain more clients for less cost."
HawkSoft CMO Rushang Shah noted that the partnership helps agencies answer quick questions instantly and free their teams to focus on high-touch conversations-like uncovering risk needs and strengthening relationships-across the entire client journey.
Where it fits in your stack
The combined setup runs through your current phone infrastructure, so IT lift is minimal. Transcripts flow into HawkSoft automatically, which means cleaner documentation and better visibility for compliance, QA, and training.
Bilingual support matters. It removes friction for clients who prefer Spanish and cuts repeat calls caused by misunderstandings.
Practical steps to get value fast
- List your top call drivers (ID cards, billing, COIs, basic endorsements, claims status). Automate those first.
- Define routing rules by line of business, account size, and assigned rep to protect relationships.
- Set simple KPIs: average hold time, call abandonment, first-contact resolution, quote turnaround, and talk time saved.
- Start after-hours and overflow. Expand to business hours once the flows prove themselves.
- Review transcripts weekly. Tighten intents and scripts based on real call language and outcomes.
- Cover disclosures and data handling policies. Confirm how transcripts are stored, retained, and audited inside HawkSoft.
- Create escalation paths for nuanced scenarios (coverage gaps, claims disputes, commercial endorsements).
About the companies
HawkSoft, founded in 1995, provides management systems for independent agencies focused on workflow effectiveness and support for staff and policyholders. Learn more at HawkSoft.
Liberate offers voice AI, email AI, SMS AI, and digital intake tools designed for insurance, with deployments achievable in weeks to automate phone and digital communications, gather quote details, and address service requests.
The bottom line
This integration gives agencies a clear path to automate frontline calls and quoting while keeping humans on the conversations that actually move the book. Expect shorter hold times, fewer missed calls, faster answers, and better documentation-without reworking your phone system.
If your team wants structured training on practical AI for operations and client service, explore courses at Complete AI Training.
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