Liberate, an InsurTech developer of AI agents for property and casualty insurers, has launched AI Intercept, a system designed to identify when an incoming insurance call is being made by a consumer’s AI assistant and transfer the interaction to Liberate’s AI platform.
The technology screens inbound calls to determine whether they have been placed by a person or an AI agent. Machine-generated calls can then be redirected to Liberate for automated handling, while human employees remain focused on customers seeking direct assistance.
Liberate’s launch comes as AI agents begin to play a larger role in how consumers interact with businesses. Meta began rolling out its Muse personal AI agent in the US on 8 September. Insurance marketplace Insurify subsequently blocked Muse from its platform, raising concerns that automated quoting could leave out important information including coverage limits, deductibles and eligibility requirements.
Liberate expects more consumer-facing AI agents to contact insurers and agencies to request quotes and manage policies. The company said this could create a new operational problem for carriers, with call volumes increasing even as a smaller proportion of those interactions translate into genuine customer demand.
Its AI Intercept system is designed to address that challenge through a four-stage process. It first identifies whether an incoming caller is an AI agent, then determines how the interaction should be handled and routes it accordingly. Liberate’s AI agent can subsequently manage the conversation across quoting, servicing and follow-up before its Supervisor Layer records the interaction and escalates to a licensed human when necessary.
Liberate’s wider platform uses AI agents to manage insurance sales, servicing and claims requests across phone, text and email. The agents can record activity in core insurance platforms including Guidewire, Duck Creek, Snapsheet and Applied Epic, while the Supervisor Layer monitors interactions and provides human oversight.
More than 70 carriers and brokers currently use Liberate’s technology, which the company says processes more than 3.5 million transactions each month.
Liberate develops insurance-native AI agents for property and casualty insurers, with its technology designed to automate interactions across sales, service and claims while maintaining oversight through its Supervisor Layer.
Liberate co-founder and CEO Amrish Singh said, “Insurers are about to get a new kind of caller: AI agents shopping for coverage on a consumer’s behalf. If a carrier can’t tell a machine from a person, human agents will end up spending their day talking to software while a family calling about a flooded basement sits on hold. AI should handle AI so people can handle people.”
Singh also described voice as a transitional channel rather than the final destination. He said, “Today’s insurance infrastructure is built for humans talking to humans. Over time, agents will communicate with one another through machine-native channels. We built our capabilities so insurers are ready for both.”
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