Use cases
First notification of loss
Capture first notifications of loss and route claims automatically across voice, email, and text.
Tags
AI Agent
Inbound
Channel
Chat
Voice
Category
Claims
Industry
Insurance
What it does
A first notification of loss is time-sensitive. Getting structured incident details from a stressed customer, then routing the claim correctly, requires trained agents to be available. Any gap in coverage means delays.
Create inbound procedures for new loss notifications, existing claim enquiries, and a general capture flow. Each one collects the right information and routes it to the correct claims workflow, around the clock.
How it works
Gradient Labs' AI agent handles inbound FNOL calls across specified incident types (e.g. accident, fire, theft, vandalism). It first checks whether emergency recovery is needed and validates the customer's cover level.
For each incident type, it runs a structured question flow: ownership, vehicle modifications, date and time, a detailed event description, damage severity, and incident-specific questions (e.g. fault assessment for accidents, method of entry for theft).
Once capture is complete, the agent checks cover level to determine claim eligibility, explains the policy excess, and offers replacement vehicle options based on fault status. It then submits the FNOL to the claims team via an internal tool and confirms next steps.
Customers also get the option of digital submission, with the agent generating a pre-filled link and sending it via SMS.
See it in action
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