Claimbotics: The Demo, and the Engine in Production
Back in the summer, we introduced Claimbotics, our AI-powered Claims voice-bot designed to transform FNOL, using natural language AI to empathetically collect data from customers, accurately, and insert it directly into a new case in SwiftCase's CRM. We outlined our ambition clearly: to deliver a faster, more accurate, more reassuring first call, powered by robust automation and backed by real industry expertise.
Since then, we’ve kept working on Claimbotics. It's still a demo: no insurer runs it on live FNOL yet. The engine underneath it is another matter. That engine is Switchboard. It has moved from Beta to Production, and at Laird Assessors it now takes out-of-hours calls, chases bodyshops and handles total-loss valuation conversations.
This isn’t just a milestone for us; it’s a turning point for how the claims sector can approach client communications
What’s Changed Since Beta?
During Beta, our focus was on battle-testing the full FNOL pipeline:
Phone→Speech to Text→AI Agent→Text to Speech→Claims Workflow
That core engine now runs end-to-end on live calls.
Across the Beta phase, we’ve strengthened the platform in several key areas:
- FNOL Intake Accuracy
The agent works out what the claims workflow needs before it opens the case, and collects those details even when callers deviate, jump around, or provide information out of order.
- Structured Data Capture
Answers go straight into a new case in the claims workflow, so nobody types them in twice. Each change is logged on the case, showing who sent it and what, and each call leaves a short summary and an outcome. Switchboard runs in AWS London, though speech and language go to outside services, so not everything is processed in the UK.
- SwiftCase Integrations
Claimbotics works on cases through SwiftCase. It finds a case by its reference, a vehicle registration, a phone number, a name or a postcode, checks the caller against a second detail, then reads the case, updates it or opens a new one.
- Voice Quality & Interaction Design
Our voices are more natural, more stable, and more consistent, delivering professional, empathetic interactions suited to stressful FNOL, Claims & impecuniosity scenarios. The voice is chosen per agent.
What We’ve Overcome Since Beta
One of our aims during Beta was to be transparent about the challenges the industry needed us to solve. Since then, we’ve tackled several key issues:
Improved Barge-In Handling
Callers often speak over automated systems, especially during stressful events. Claimbotics now handles this gracefully, maintaining a human-like conversational flow.
Advanced Error Recovery
Misheard or incomplete answers are resolved conversationally, without forcing the caller to repeat entire sections.
Greater Resilience Across Call Types
We’ve tested for strong accents, noisy environments, emotional callers, and unpredictable call dynamics. If the speech recognition service fails mid-call, the system moves to the next one and carries on.
Outbound Calling Framework
We now support outbound calls, one per request from SwiftCase, enabling faster claimant engagement and follow-up. The agent can press keypad options to get through a phone menu, and spots an answering machine.
Together, these enhancements took the engine into production.
What Production-Grade Voice AI Means for the Claims Sector
The claims industry has been waiting for genuinely usable voice automation, not a gimmick, not a toy, and not a rigid IVR (Interactive Voice Response) pretending to be AI.
Claimbotics is built to deliver:
- Consistent FNOL quality on each call
- Faster hand-off into claims workflows, reducing cycle time
- Lower operational costs, with fewer manual hand-offs
- Better claimant experience, especially during stressful events
- A log on the case of each change it makes
Most importantly, the system enhances human handlers, not replaces them. When a human touch is needed, Claimbotics puts the caller through to your team.
What’s Next?
One UK insurance broker already processes over 11.8 million cases through SwiftCase workflows, and Claimbotics is built to put AI voice on top of workflows like that. Over the coming months, we'll be expanding the use cases, including:
- Policy queries to be either handled or prepared for claims handler approval
- Additional Languages availability
- Appointment scheduling
- Repair network steering
And in consideration are:
- Early liability capture
- Multi-party calls
- Fraud indicators and behavioural analysis
Capturing information, especially at FNOL, has always been one of the most challenging moments in the claims journey. With the engine behind Claimbotics now running on live calls, an AI-powered answer to that challenge is within the sector's reach.
If you’re ready to see Claimbotics in action or discuss how it can support your claims operation we’d love to talk.
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