Samesurf Agentic AI in the Insurance Industry

Samesurf invented modern co-browsing.

In a sector built on trust, security, and complex details, the insurance industry is undergoing a rapid digital evolution. As policy sales, claims processing, and customer support move online, the need for a solution that combines intuitive user experience with unparalleled security has never been more critical. This is where Samesurf Agentic AI emerges as a game-changer – a solution that leverages a patented, cloud-based architecture to transform how insurance carriers, their support personnel and their Agentic AI counterparts interact with their clients.

The foundation of Samesurf’s innovation is rooted in its strategic evolution, as evidenced by its two recently granted 12088647 and 12101361 patents. These patents aren’t just legal documents; they represent a fundamental shift in Samesurf’s core technology, moving from a traditional client-side model to a scalable, server-driven solution. This new architecture is built on two key components: the “cloud browser” and the “encoder.”

Instead of requiring a customer to download software or expose their entire desktop via traditional screen-sharing, Samesurf Agentic AI operates within a secure, virtualized browser environment. This “cloud browser” is a private, isolated space where the collaborative session takes place thus ensuring that no sensitive data on a user’s device—such as other open applications or personal files—is ever visible. This “install-free” approach is particularly valuable in the insurance industry, where customers might be hesitant to download third-party software for a one-time interaction.

The “encoder” is the technological engine that powers this seamless collaboration. It works by capturing the visual and interactive data from the cloud browser session and streaming it with high fidelity and minimal latency to all participants. This ensures that the insurance agent, the Agentic AI component and the customer are always on the same page thus allowing for a guided, interactive experience that feels as intuitive as sitting together in person.

This architectural shift is a direct and proactive response to the rise of Agentic AI. As AI agents become more integrated into insurance workflows—from automating claims to providing preliminary policy advice—a platform that enables secure, seamless, and install-free collaboration between human agents and AI is essential. Samesurf Agentic AI provides that crucial link, fostering a collaborative ecosystem where humans and AI work in harmony.

Samesurf Agentic AI Revolutionizes the Insurance Customer Journey

The insurance customer journey is often complex and fraught with potential friction points. From the initial quote to the final claim payout, customers can get lost in a sea of forms, documents, and technical jargon. Samesurf Agentic AI simplifies these interactions, turning moments of frustration into opportunities for exceptional service.

1. Streamlining Sales and Policy Selection

The process of selecting an insurance policy can be overwhelming. With a multitude of options and fine print, customers often abandon online applications out of confusion. With Samesurf Agentic AI, an agent (human or AI driven) can instantly initiate a co-browsing session while guiding the potential policyholder through the website in real time. The agent can:

• Highlight key policy features and benefits directly on the screen.
• Compare different plans side-by-side to help the customer make an informed decision.
• Assist with filling out complex forms, ensuring accuracy and reducing the chances of drop-off. This personalized, high-touch approach builds trust and significantly increases conversion rates.

2. Simplifying the Claims Process

Filing an insurance claim is arguably the most critical interaction a customer has with their carrier. It’s a moment of truth and a difficult experience can lead to long-term dissatisfaction. With Samesurf Agentic AI, an agent can provide compassionate and efficient support. Instead of relying on a customer to verbally explain a form error or technical issue, the agent can use the platform to:

• Visually guide the customer through the online claims portal.
• Point out exactly where to upload documents or enter specific information.
• Quickly troubleshoot any technical glitches in real time, reducing call times and expediting the claims process. This streamlined approach minimizes customer stress and ensures a smoother, faster resolution.

3. Enhancing Customer Support and Account Management

After a policy is purchased, ongoing support is crucial for building customer loyalty. Policyholders may need help managing their accounts, making a payment, or understanding their billing statement.  Samesurf Agentic AI provides a secure way for agents to offer this guidance.

The Unparalleled Security of Samesurf Agentic AI

For the insurance industry, security is not a feature – it’s a necessity. Samesurf Agentic AI is built with this in mind, offering multiple layers of protection that go beyond traditional screen-sharing.

• Data Redaction: The platform offers advanced field redaction that can automatically mask sensitive information such as social security numbers, credit card details, and policy numbers from the view of the agent. This ensures that privacy is protected at all times.
• Session Recording: For compliance and quality assurance, the underlying events in the Samesurf Agentic AI session can be recorded, providing a complete audit trail of the interaction. This is crucial for meeting stringent regulatory requirements and resolving disputes.
• Compliance: The cloud-based architecture and security features are designed to help carriers comply with a wide range of industry regulations, providing peace of mind to both the institution and its customers.

The Synergy of Samesurf Agentic AI and the Underlying Agentic Movement

The patented architecture of Samesurf Agentic AI is uniquely positioned to handle the integration of Agentic AI into insurance workflows. While AI chatbots can handle basic inquiries, a platform is needed to facilitate seamless handoffs and collaboration when a customer’s needs become more complex.

Imagine a customer who initiates an inquiry with an AI chatbot about a policy renewal. The AI can handle the initial questions, but when the customer wants a personalized review of their coverage options, the AI can seamlessly launch a Samesurf Agentic AI session with a highly trained Agentic AI component and/or transfer it to a human agent who can get involved either to lead or simply to supervise. The agent receives the full context of the AI-powered conversation, allowing them to take over without the customer needing to re-explain their situation.

Moreover, AI can work in real time to assist the human agent during a collaborative session. For example, the Agentic AI element can analyze the customer’s on-screen activity and provide the agent with relevant information, such as policy history or a list of potential upselling opportunities. This human-AI partnership makes both the human and the autonomous AI agent more efficient while making the customer experience more personalized and effective.

In an industry that is rapidly moving online, Samesurf Agentic AI is more than just a tool – it’s a strategic platform for digital transformation. By eliminating the friction of downloads and providing a secure, collaborative environment, it enables insurance providers to deliver a level of service that is both personal and private. The patents behind Samesurf Agentic AI are a testament to its innovative approach – one that ensures that insurance carriers can confidently embrace the future of customer engagement.  This is a future that will be powered by the secure synergy of human expertise and intelligent AI.

Visit samesurf.com to learn more or go to https://www.samesurf.com/request-demo to request a demo today.