AI Agents

Context

Built for insurance within the Insurance Distribution stack and used by Distribution and Compliance teams, this agent ensures that sales scripts and mandatory disclosures actually match approved policy and compliance wording across all channels. It is used when scripts are created, updated, or periodically reviewed for tied agents, brokers, bancassurance, and direct/digital journeys.

What it does

The agent ingests sales scripts and disclosures from call centres, branches, brokers, and digital flows, and compares them to the insurer’s approved product descriptions, policy wordings, and compliance templates. It checks that key statements, warnings, and disclosures are present, that wording is up to date, and that no unapproved promises or interpretations have crept in. It then flags inconsistencies and gaps—missing or altered disclosures, outdated phrases, script segments that diverge from the official wording—and returns a clear, itemised view of what needs to be corrected so each channel can be brought back in line.

Core AI functions

The core capability is text consistency: the agent aligns field scripts and disclosures against a reference set of approved clauses and phrases, detects deviations, omissions, and outdated variants, and highlights them with simple “matches / differs / missing” signals. It is built to cope with real-world script formats (documents, call guides, digital content) while enforcing consistent language where it matters for conduct and regulatory compliance.

Problem solved

Inconsistent scripts across channels are a direct route to mis-selling and complaints: one script mentions key exclusions and risks clearly, another softens or omits them; one channel uses updated regulatory wording, another still runs on last year’s version. Without a systematic check, these discrepancies are only found after customer issues or reviews. The agent addresses this by making “does this script actually match our approved wording?” a standing, automated control rather than an ad hoc manual review.

Business impact

The primary impact is reduced risk and better customer experience. Customers and regulators see the same, consistent explanations and disclosures regardless of channel, which lowers mis-selling risk, reduces complaint volumes driven by “I wasn’t told that,” and supports a clearer fair-value story. Internally, Distribution and Compliance spend less time hunting for script differences and more time improving content quality and training. For Tier 2–3 insurers, it is a practical way to tighten conduct controls without slowing down the field.

Integration and adjacent use cases

Integration complexity is medium: the agent needs access to script and disclosure content across channels, plus the reference library of approved policy and compliance wording, and it writes its findings back into the same distribution and compliance workflows.

Common combinations in this stack:

• Agent Licensing & Appointment Verifier to ensure that the people using these scripts are correctly licensed and appointed;

• Distributor Contract Validator to keep distributor agreements and their contractual obligations aligned with the wording that actually appears in scripts and disclosures;

• Channel-Specific Suitability Checker to make sure that what scripts say about products in each channel matches the suitability rules and target markets defined for that channel; and

• Incentive & Commission Rule Validator to verify that the way products are described in scripts is consistent with the underlying incentive structures and does not create hidden conflicts with conduct expectations.