(Image source: IIR.)
Sonant AI (Palo Alto, Calif.) has become a Certified Integration Vendor with Applied Systems, giving insurance agencies using Applied Epic access to Sonant’s voice AI capabilities through a certified connection.
Sonant says it is the first voice AI platform with certified access to Applied Epic. For agencies using Epic, the integration allows Sonant to answer calls, access account information during the conversation, resolve routine service requests and write the activity and call summary back to the correct account in Epic.
Francisco Lopes, CEO, Sonant.
The integration is designed to bring voice interactions into agency workflows more directly. Sonant says agencies can use the capability without buying separate Applied API access or signing an additional agreement with Applied.
The company positions the certification as addressing a gap between AI call answering and agency management system workflow. Many AI receptionists can answer calls, collect information or send a summary after the fact, but agency employees may still have to find the account, enter information into the management system and complete the work.
Sonant says its Epic integration is intended to close that gap by accessing information in Epic during a call and writing updates back afterward, allowing agency employees to continue working in Epic with call information already attached to the account.
“The phone is still one of the most important ways customers interact with the insurance agency, but it is also one of the areas where agencies have had the least ability to use AI effectively,” comments Francisco Lopes, Co-Founder and CEO, Sonant AI. “Becoming an Applied Certified Integration Partner changes that. Agencies can now bring AI into the phone channel and connect those conversations directly to Epic, making voice AI a practical part of how they serve customers and operate their business.”
Voice AI Inside Agency Workflow
Sonant says the opportunity for agencies is not only answering the phone, but changing what happens to the work that comes through the phone. The platform is designed to handle routine calls without pulling CSRs and producers away from higher-value work, provide front-desk and after-hours coverage, keep Epic at the center of the workflow and avoid a separate API expense for the Sonant connection.
Brock Longworth, COO, Cornerstone Insurance Services.
The company says insurance agency AI adoption has largely started with digital workflows such as email, documents, data and back-office processes, while the phone has remained a critical customer channel. Connecting voice AI directly to the agency management system makes the phone another connected workflow, according to Sonant.
Sonant cites agency users emphasizing Epic write-back and call visibility. Blake Thompson, VP Operations, SentryWest Insurance Services, described write-back into Epic as a factor in choosing Sonant. Brock Longworth, COO, Cornerstone Insurance Services, said the platform helped the agency see how many calls were reaching the office.
Sonant AI provides voice AI technology for insurance agencies and brokerages, including call answering, routine service support, routing and agency management system workflow integration.
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