Rate Insurance Launches Salesforce Agentforce Assistant with Exavalu to Cut Research Time 60% and Raise Productivity 40%

Rate Insurance launches AI assistant with Exavalu to speed agent service and retention

Rate Insurance, a subsidiary of Rate and one of the fastest-growing national personal lines and small commercial brokers, has launched an AI-powered customer service tool developed with Exavalu. The Salesforce Agentforce Assistant is built to reduce the time agents spend hunting for information, so they can handle more accounts with less friction. This is the first step in a broader plan to embed AI across sales and service.

What's new

The rollout centers on Salesforce Agentforce Assistant, aimed at shortening the path to critical answers inside daily workflows. Faster retrieval means agents can shift attention from screen-scraping to customer conversations.

"This is about leveraging AI to make our people even more effective. Our customers trust us for high-quality, personalized service. This technology gives our agents the freedom to spend less time searching and more time having meaningful conversations." - Jeff Wingate, President of Rate Insurance

"We're thrilled to partner with Rate Insurance to scale the white-glove service that sets them apart. By leveraging Agentforce Assist, their retention specialists expect to cut account research time by 60% and increase productivity by 40%. This model also lays the foundation for future use cases in re-shopping and service workflows." - Saurav Basu, CEO of Exavalu

Learn more about the implementation partner: Exavalu.

Why it matters for insurance teams

• Time-to-answer: Agents spend less time locating policy, carrier, and account details, which supports higher first-contact resolution.
• Retention focus: A projected 60% reduction in account research time can be reallocated to proactive retention calls and renewal prep.
• Productivity lift: A 40% boost translates into more accounts handled per FTE without sacrificing service quality.
• Future use cases: The same stack can support re-shopping triggers, renewal comparisons, and service workflows.

Implementation checkpoints

• Data sources: Map and connect knowledge bases, policy admin systems, carrier portals, and prior service notes to surface reliable answers.
• Controls and compliance: Set role-based access, logging, and disclosure standards to protect sensitive data and meet regulatory expectations.
• Agent enablement: Train on prompts, search patterns, and exception handling; build quick-reference guides inside Salesforce.
• Operational metrics: Track handle time, first-contact resolution, renewal retention, and NPS to validate impact and tune the model.
• Human oversight: Keep human-in-the-loop review for complex coverage scenarios and endorsements.

Immediate use cases to pilot

• Renewal prep: One-click summaries of account history, recent tickets, and coverage gaps for retention calls.
• Re-shopping support: Side-by-side coverage and pricing highlights to speed competitive quotes.
• Endorsement guidance: Fast retrieval of carrier-specific rules, forms, and documentation requirements.
• Producer-to-service handoffs: Structured summaries from prior emails and call notes for continuity.

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