Every call answered. In the caller’s own language.
A voice agent or a person picks up every call to your claims and customer lines. The caller is told at the start that they are speaking to an AI. A question that needs advice goes to a licensed handler, with a summary, so the caller never has to start again. Every call is understood and learned from.
A contact centre that keeps up with every call.
Team leads see the whole floor. Handlers see the call in front of them, with the claim already open and everything the agent has said so far.
Follow one call, live
Rita Okon calls about her roof claim. The agent reads the date from the claim record, finds the wrong promise made on an earlier call, and says sorry for it.
- A live transcript, both sides
- Each fact marked with where it came from
- A person can take over in one click
Hand over without starting again
A caller asks whether to accept an offer. The agent recognises that as advice, says so in one sentence and passes the call to a licensed handler with a summary.
- The summary is read before the handler speaks
- The reason is the first line
A call inside the work
Start a call from a claim’s thread. Everyone is told it is recorded before they join, and people walled off the risk are not shown, even by name.
- Told before anyone joins
- What is kept, and for how long, on screen
Six things happen on every call.
Answered
At once, by the voice agent or a person, in the caller’s language. The claim or policy is open before anyone speaks.
Told
The first sentence says it is an AI, that the call is recorded and that the caller can ask for a person at any time.
Understood
What the caller needs and how they sound. Their tone can flag a call for a person. It never reaches a claim decision or a fraud check.
Answered from the record
Dates, amounts and next steps come from the claim record. Anything that sounds like advice or a new promise goes to a person.
Handed over
Advice, a complaint, a caller who sounds vulnerable or a plain request for a person goes to a handler, with a summary.
Learned from
Calls are reviewed. A call that went wrong becomes a test the agent must pass before its next change goes live.
Advice comes from a licensed person.
“Should I accept the offer?” is a request for advice, even when the caller never says the word. The voice agent recognises it, tells the caller who will help, writes a short summary and hands the call to a licensed handler. Asking for a person always works, the first time.
- Advice recognised without the word “advice”
- Handed to a licensed handler, however long the queue
- The caller never repeats themselves
- A call never goes back to the agent unless the caller asks
| Reason | Goes to |
|---|---|
| Asked for a person | Next free handler |
| Asked for advice | Licensed handler |
| Sounds vulnerable | Care team |
| A complaint | Complaints team |
| The agent is unsure | Next free handler |
“That’s a question for a licensed colleague. I’m connecting you now, and they’ll have everything we’ve said.”
Asking for a person has no condition on it. The agent cannot switch this off.
Calls out, on the same rules.
Renewal reminders, papers still owed, a check-in after a storm. Each campaign has its list, its first sentence, the consent it rests on and the hours it may call in each country. Nobody is called who has not agreed to be called.
- Consent checked for every number, before it is dialled
- Calling hours set per country
- The same disclosure and the same hand-over rules
- A request not to be called again applies everywhere
- List
- Inside the storm swath, no claim yet
- Agreed to calls
- 388 of 412
- Not called
- 24, no consent on file
- Hours
- 09:00 to 19:00, their time
“Hello, this is Northgate’s voice assistant. I’m an AI and this call is recorded. Storm Fionn passed near your home, and we are calling to check you are all right.”
| Outcome | Calls |
|---|---|
| Claim opened on the call | 31 |
| No damage | 204 |
| Asked for a person | 17 |
| Asked not to be called again | 6 |
Nobody is called twice in a day. A request not to be called again applies to every campaign.
Callers remembered, within the rules.
The agent remembers what a caller has told it, so nobody has to explain twice. Each memory links to the call and the minute it came from, and it is kept only under the consent the caller gave.
- Health details are never kept as memory
- Card numbers are never recorded
- How a staff member sounded is never analysed
- The caller can see, copy or erase every line
Told, handed over, and kept to the law.
Each call’s record shows the disclosure the caller heard, why a call was handed over and which consent a memory rests on.
- EU AI ActRegulation (EU) 2024/1689, Article 50(1)People must be told when they are talking to an AI system. Applies from 2 August 2026.
- EU AI ActArticle 50(3)People must be told when a system reads their emotions. Applies from 2 August 2026.
- EU AI ActArticle 5(1)(f)No emotion recognition of staff at work. Applies from 2 February 2025.
- Insurance DistributionDirective (EU) 2016/97 (IDD), Article 2(1)(15)Advice is a personal recommendation, so only someone allowed to give it does.
- Consumer Protection Code 2025Central Bank of Ireland, in force 24 March 2026Plain language, and extra care for consumers in vulnerable circumstances.
- Consumer DutyFCA, PRIN 2A, from 31 July 2023Good outcomes for retail customers, including those in vulnerable circumstances.
- GDPRRegulation (EU) 2016/679, Articles 6 and 9A lawful basis for every recording, and health details treated as special category data.
AI Act dates as amended by Regulation (EU) 2026/1744, the Digital Omnibus, published in the Official Journal on 24 July 2026. Not legal advice.
About the contact centre.
Do callers know they are talking to an AI?
Yes. The first sentence of every call says so, says the call is recorded and says the caller can ask for a person at any time.
Can the voice agent give advice?
No. It answers from the record: dates, amounts and next steps. A question that needs advice goes to a licensed handler, with a summary.
Which languages does it speak?
The languages you install for each line. The agent follows the caller if they switch language during the call.
Can a person listen in or take over?
Yes, from the live floor, in one click. If a person joins, the caller is told, because they were promised the truth about who they are speaking to.
Does how a caller sounds affect their claim?
No. Tone can flag a call for a person. It is never read by a claim decision or a fraud check.
Where are recordings kept?
With the rest of your records, in our EU cloud or your own data centre, for as long as your rules say.
Go deeper
Hear it on your claims line.
Bring the queue that is hardest to staff. We will show the voice agent, the hand-over and the record of every call side by side.