Whether learning a new system, tackling an unfamiliar task or looking for a specific process, employees often have to stop what they're doing to search through documentation, ask colleagues for help or contact support. Those interruptions slow productivity and make it harder for agencies to consistently apply their established processes.
Available in Vertafore's AgencyOne® with AMS360® and Sagitta®, Coach Agent answers product and how-to questions using Vertafore's product documentation and, when configured, an agency's own standard operating procedures (SOPs). The AI agent provides source-backed answers directly in the management system employees use every day, making it easier to find help.
"Think about what happens when someone in an agency has a question. They stop what they're doing, turn to a colleague for help, and now two people have stepped away from their work," said James Thom, president and chief AI officer at Vertafore. "Multiply those interruptions across an agency, every day, and the impact adds up. Coach Agent gives people a way to get answers and keep moving, while building the knowledge and confidence to handle more on their own."
Coach Agent is a key enabler in Vertafore's vision for the Agentic Agency, which applies AI across workflows for sales, submissions, service, accounting and intelligence to empower agencies to adapt faster and grow smarter. Vertafore's AI innovations are designed to help independent agencies achieve Distribution Velocity by reducing friction, accelerating operations and providing insights so they can make better decisions.
Helping agencies build proficiency and consistency
Users can ask Coach Agent questions in natural language, review supporting sources and ask follow-up questions when additional context is needed, all without leaving AMS360 or Sagitta. In internal testing, the AI agent reduced the time required to find answers by up to 88%.
Coach Agent supports several common agency needs:
- Get new employees productive sooner. Help less-experienced users learn new systems and processes, from recording client payments to processing policy endorsements, so they can work with greater confidence.
- Keep unfamiliar tasks from slowing work down. Enable employees to find answers when taking on new responsibilities, handling infrequent activities or adapting to product changes.
- Make agency standards easier to follow. Provide employees with guidance based on agency-specific documentation and SOPs to clarify how tasks should be handled and support more consistent execution.
"Coach Agent adds real value to training by bringing personalized, on-demand coaching directly into AMS360," said Shyla Lankford, senior principal at Symphony Risk. "It helps managers reinforce learning, practice real-world scenarios, and turn training into actionable behaviors, making development more relevant, continuous and effective."
About Vertafore
Vertafore powers Distribution Velocity, accelerating every part of the insurance value chain within and across agencies, MGAs, and carriers so they can adapt faster and grow smarter. As the trusted backbone of the industry, Vertafore provides the core digital systems, specialized AI, and data-driven foundation to eliminate distribution drag across sales, servicing, accounting, underwriting, and back-office operations, taking insurance workflows from friction to flow.
Supporting over 95% of the top agencies and insurers and 50% of industry compliance transactions, Vertafore leads at the intersection of innovation and trust, giving customers the speed, performance power, and confidence to transform and grow at scale in the new era. Vertafore is headquartered in Denver, Colorado. Learn more at www.vertafore.com.
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