Insurance agencies are increasingly turning to automation to improve their operations, but industry experts stress that technology should not come at the expense of personal service.
Alejandrina Gonzalez, Co-founder and CTO of Sonant AI, argues that automation is not meant to replace human agents but to enhance their work. “Automation doesn’t replace the human touch — it amplifies it,” Gonzalez said.
Routine client questions such as payment confirmations or requests for documents can often interrupt an agent’s workflow. According to Gonzalez, these interactions are important but do not require specialized expertise and can take time away from tasks that need more attention. “Every small interruption adds up. Over time, it erodes focus, productivity, and even morale,” she noted.
Modern artificial intelligence (AI) systems can handle basic inquiries at any hour and transfer more complex cases directly to a human agent with relevant information prepared in advance. This allows agents to concentrate on advising clients and building relationships without being distracted by repetitive tasks.
Gonzalez cited an example from an East Coast agency with 11 employees that implemented AI for routine calls. In two months, the agency reported an eightfold return on investment. The use of automation reduced interruptions, improved response times, and allowed staff to focus on more meaningful conversations with clients.
She advises agencies considering automation to identify where teams lose the most time or focus before selecting technology solutions. She also recommends choosing tools tailored for insurance workflows rather than generic options and being transparent about how automation will support both staff and clients.
“Automation isn’t the end of personal service — it’s the next chapter,” Gonzalez said. She emphasized that by reducing routine distractions, agencies give employees more opportunities to provide valuable advice and foster client trust.
“AI doesn’t make agencies less human. It makes humans more effective, more present, and more powerful,” she added.
