While the caller is still talking, Switchboard works on the SwiftCase case: it finds it, checks who's calling, reads it, changes a detail or opens a new one. Each change is logged on the case.
A chatbot can tell a customer what your policy says. Switchboard can find their case, check it's them, change their details and open a new case, during the same call.
When a customer asks “can you update my email address?”, it does it, once they've passed the check. It doesn't send them to a portal or promise to pass a message on.
Each change reaches SwiftCase through its API and is logged on the case as an API request, with what was sent and when.
Each agent has the tools you switch on and no others, and reading or changing a case needs a verified caller. Anything beyond its tools, it can put through to a person.
The Five Tools
The same five on the phone, in texts and in chat. Give an agent only the ones its job needs.
Search TasksFinds an existing case from whatever the caller has to hand, so it knows which case they mean before it goes any further.
Inputs
Outputs
The matching case, or the cases it might be, so it can ask which one.
Severity
Low: read-only.
Verify & AccessBefore it reads or changes anything, the caller has to match a second detail, different from the one it searched on. The check holds for 30 minutes on that case.
Inputs
Outputs
A verified caller for that case. If the details don't match, it shares nothing.
Severity
Medium: gates everything else it does on the case.
Get Task DataReads the case's current details and status, so it can answer “where's my claim?” without anyone on the desk looking it up.
Inputs
Outputs
The case's current fields and status. Not its history or its documents.
Severity
Low: read-only, for a verified caller.
Update TaskWrites a new value to a field on the case: a new phone number, a better time to visit, where the car is now.
Inputs
Outputs
The field updated, and the change logged on the case as an API request.
Severity
Medium: writes to the case.
Create TaskOpens a new case in two steps: it asks SwiftCase which details the workflow needs, gathers them from the caller, then creates the case and reads back the reference.
Inputs
Outputs
The new case and its reference.
Severity
Medium: creates a case, logged as an API request.
Example Call
A slice of our first notice of loss demo call, with the tool calls drawn in so you can see what the agent does as the conversation unfolds.
Hi, I had a bump this morning. I want to put in a claim.
I'm sorry to hear that. Are you OK? Let me get you set up. Can you give me your registration plate first?
Yeah, AB12 CDE.
Search Tasks→ Existing case found · Customer: J. Smith · Policy activeThanks. I've got your details. To confirm I'm speaking to John Smith, can I ask for your date of birth?
12 March 1985.
Verify & Access→ Verified · Check holds 30 minThanks John, you're verified. I'm going to take you through what happened. When and where did the incident occur?
Create Task→ New case CL-184932 opened on the motor claims workflowI've opened your claim. The reference is CL-184932. Now, in your own words, what happened?
The case is open before the call ends. Three tools in this slice (Search Tasks, Verify & Access, Create Task). The new case is in SwiftCase while the caller is still describing what happened, logged as created through the API.
FAQ
Only end the call, put the caller through to a person, and press keypad options on a call it has made. It has no other way to touch your systems. If your work needs another tool, that's something we'd scope and build with you.
Tools are switched on per agent, so an agent for total-loss conversations needn't have Create Task at all. Within its tools, the language model picks the one that fits, and the caller has to be verified before it can read or change their case.
A second detail, different from the one it found the case with: their postcode, date of birth, the last four digits of their phone number, the case reference or their email address. A successful check holds for 30 minutes on that case.
The language model sees the failure. Depending on its rules it can ask the caller again, try once more, or put them through to a person. Nothing changes on the case unless SwiftCase accepts the change.
Not by yourselves yet. The five SwiftCase tools cover finding, checking, reading, updating and opening cases. If your work needs something else, such as booking a survey slot, talk to us about building it.
Function calling is how a language model asks for a tool. Switchboard supplies the rest: the SwiftCase tools themselves, the caller check that gates them, the phone line, the speech in and out, and a record on the case of what changed.
Run Switchboard alongside your existing process for 30 days. Listen to the calls, read what it changed on the cases, and decide.