Every policy question
answered, on the spot.
Resolves coverage and billing questions 24/7. Explains products, services, and terms. Updates policy details and contacts. Escalates only what genuinely needs a human.
Live session · POL-48219
M. Álvarez · Auto policy · ES · WhatsApp
Started 2026-05-22 14:08 · Live for 1m 42s
Resolved in-channel
78.4%
▲ 4.1 pp WoW
Avg response
1.6s
▼ 0.3s WoW
Escalations (7d)
312
21.6% of sessions
Languages active
20
0 fallbacks
Conversation
WhatsApp · ESSource: Policy POL-48219 · §3.4 Loss-of-use
Source: Billing schedule · auto-debit
Policy details
Auto · POL-48219
- Premium
- € 38.40 /mo
- Next charge
- 2026-06-03
- Coverage
- All-risk
- Loss-of-use
- Included · 30d
- Deductible
- € 300
- Open claims
- 0
Escalation queue
21.6% of sessionsJ. Patel
Vulnerable customer
L. Müller
Complex coverage dispute
A. Rossi
Requested human
K. Wang
Multi-policy bundle
Top topics resolved (7d)
in-channelTrusted by policyholder service teams worldwide
Policy service is the quietest tax on your contact center
Every coverage question, billing date, or beneficiary update lands in the same queue as the calls that actually need judgment.
Tier-1 Calls Drown the Service Desk
Coverage questions, billing dates, beneficiary updates: high-volume, repetitive, and answerable from existing data. Yet they fill every queue and crowd out the calls that need humans.
After-Hours Means Voicemail
Customers call when they remember to: evenings, weekends, the moment they get the bill. Outside business hours, the contact center is a closed door.
Products and Terms Are Confusing By Design
Deductibles, exclusions, riders, loss-of-use, waiting periods: every product has its own glossary. Reps explain the same terms hundreds of times a week, often differently.
Simple Updates Take a Human
Card on file, billing date, email, beneficiary, address: every minor policy update requires a rep, a ticket, and a callback. The customer waits days for a 30-second change.
Escalations Are Reactive, Not Routed
Vulnerable customers, complex disputes, multi-policy questions, requested-human cases: all get the same queue. The cases that genuinely need a specialist wait their turn behind FAQs.
Multilingual Service Is a Coverage Gap
Most books span 5+ languages. Most call centers are staffed in 1–2. The gap becomes longer hold times, more escalations, and quietly lower CSAT for whole customer segments.
Four jobs your policy-check agent does, end to end
Not an FAQ chatbot. A real service worker that owns coverage Q&A, billing, policy updates, and clean handoffs.
Resolves coverage and billing questions 24/7
Answers "is this covered?" and "when is my next charge?" with sub-2s latency, around the clock, across voice, WhatsApp, web chat, email, and SMS. Sources every answer from the live policy record.
- Sub-2s response, every channel, every time of day
- Cited answers from the policy of record, not generic FAQs
- Covers loss-of-use, deductibles, riders, billing dates, refunds
Explains products, services, and terms
Translates dense product language into plain words at the customer's reading level and language. Compares plans, walks through exclusions, and never improvises beyond what's documented.
- Plain-language explanations grounded in the product docs
- Cross-product comparisons (auto vs. bundle, basic vs. all-risk)
- Glossary on demand: deductible, waiting period, rider, exclusion
Updates policy details and contacts
Card on file, billing date, email, address, beneficiary, secondary driver: handled in-conversation with full identity verification, audit trail, and write-back to the policy admin system.
- Identity-verified updates on email, address, payment, beneficiary
- Writes back to your policy admin system in real time
- Full audit trail and change confirmation by SMS or email
Escalates only what needs a human
Vulnerable-customer detection, complex disputes, multi-policy bundles, and explicit human requests warm-transfer to a specialist with a structured summary, sentiment score, and suggested next step.
- Vulnerable-customer detection (distress, confusion, elderly indicators)
- Warm transfer with structured context and suggested next step
- Right-to-cancel and human-on-demand honored without friction
Measurable policy-service impact from day one
Tier-1 volume off the queue, sub-2s responses, identity-verified self-service, and clean handoffs for the cases that genuinely need a human.
Resolved In-Channel
Of policy and billing questions answered end-to-end without a human transfer. Tier-1 volume off the queue, freeing specialists for the cases that need them.
Average Response
Sub-2-second responses across voice, WhatsApp, web chat, email, and SMS. No hold queue, no after-hours voicemail.
Cited Answers
Every response grounded in the policy of record, with the clause or billing schedule it came from. No hallucinated coverage, no improvised exclusions.
Languages, Native
Switches language and register on the fly, with native accent and idiom. Multilingual books are no longer a coverage gap.
Always-On Coverage
Evenings, weekends, holidays, and the moment the bill lands. Customers get an answer when they need it, not when the contact center opens.
CSAT Post-Session
On a 5-point post-session survey. Plain-language explanations, identity-verified updates, and clean handoffs keep satisfaction high.
What changes the day the agent owns policy service
From systems connected to policy questions answered in days
Built for policyholder service operations, not engineering teams.
Connect Policy & Knowledge Sources
Plug in your policy admin system, billing engine, product docs, and channels (voice, WhatsApp, web chat, email, SMS). Pre-built connectors mean no custom engineering.
Define Topics, Updates & Escalations
Configure resolvable topics, identity-verification rules for self-service updates, vulnerable-customer signals, and escalation routing in a visual editor.
Go Live in Shadow Mode
Run the agent silently alongside your team first. Validate cited answers on real sessions, tune policy and tone, then promote to production with one click.
Monitor, Score, Optimize
Track in-channel resolution, escalation reasons, topic distribution, CSAT, and compliance flags in real time. Every interaction transcribed and scored.
What people are saying
“Within 24 hours of deployment, we had 10x more visibility into critical conversion blockers that were costing us revenue every single day.”
Aitor Gumiel
VP of Product @ TheGuarantors
“InfiniteWatch showed us what the customer was doing on our platform before they called. We can see the previous web sessions, and then hear the call. Our agents now resolve issues 40% faster because they understand the full story.”
Alberto Baselga
CPO/CIO @ Northius
“InfiniteWatch caught a third-party integration bug that was silently killing our top-of-funnel conversion and helped us deep dive into the root cause.”
Angela Fernández
Product @ Remotely.works
Take tier-1 off your queue,
give specialists their time back.
See the Policy Check agent run live sessions against a sample policy book and get a tailored estimate of in-channel resolution and escalation rate on your own service volume.