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Voice AI Can Now Work Directly Inside Applied Epic
For insurance agencies, the phone remains one of the most important ways customers ask questions, request service and connect with their agency. It’s also been one of the harder channels to bring into an agency’s AI strategy.
That’s changing.Sonant AI is now a Certified Integration Vendor with Applied Systems, making Sonant the first voice AI platform with certified access to Applied Epic.
For agencies using Epic, that means Sonant can answer calls, access account information during the conversation, resolve routine service requests and then write the activity and call summary back to the correct account in Epic,without requiring agencies to purchase separate API access or sign an additional agreement with Applied.
Why the Epic integration matters
There’s a big difference between using AI to answer the phone and having AI actually work as part of the agency.
Many AI receptionists and phone bots can answer calls, collect information or send a summary somewhere after the fact. But that still leaves agency employees responsible for finding the account, entering information into the management system and completing the work.
The Sonant integration with Epic is designed to close that gap.
Sonant can access information in Epic and write back updates, allowing it to use account information during a call and document the interaction afterward. Agency employees continue working in Epic just as they do today with the information from the call already there.
As Sonant CEO Francisco Lopes explains:
The phone is still one of the most important ways customers interact with the insurance agency, but it is also one of the areas where agencies have had the least ability to use AI effectively. Becoming an Applied Certified Integration Partner changes that. Agencies can now bring AI into the phone channel and connect those conversations directly to Epic, making voice AI a practical part of how they serve customers and operate their business.
More than an AI receptionist
For agencies, the opportunity isn’t simply replacing the person who answers the phone. It’s changing what happens to the work that comes through the phone.
Sonant can help agencies:
- Handle routine calls without pulling CSRs and producers away from higher-value work. Licensed employees don’t need to be the fallback for repetitive, unlicensed phone requests.
- Provide consistent front-desk and after-hours coverage. Agencies can expand phone coverage without continually hiring for one of the industry’s higher-turnover functions.
- Keep Epic at the center of the workflow. Sonant accesses information from Epic and writes the activity and call summary back to the appropriate account.
- Add voice AI without a separate API expense**.** The certified integration eliminates the need for agencies to purchase separate Applied API access for the Sonant connection.
What agencies are already saying
The value becomes clearer when you hear from agencies already using Sonant.
One of the key factors that I think we've preferred Sonant over the other ones is that you are able to write back into Epic... one of the features that we were looking at.
Brock Longworth, COO of Cornerstone Insurance Services, points to another benefit: visibility into just how much activity is coming through the phone.
Getting information correctly is huge for us. We're now aware of how many calls were hitting our office that we weren't even aware of before.
And Jeff Frost, President of Frost & Remer Insurance, describes himself as a convert:
You guys are making me a believer - which isn't easy to do for an older guy with a lot of years of experience. I'm pleasantly surprised that we are where we are.
Bringing AI into a channel critical to agency clients
AI adoption in insurance agencies has largely started with digital workflows, including email, documents, data and back-office processes. But customers haven’t stopped calling.
The phone an important next step. Connecting voice AI directly to the agency management system means a phone call no longer has to sit outside the agency’s automation strategy. It can become another connected workflow - one that helps agencies respond faster, reduce repetitive work and give their people more time to focus on customers, retention and growth.
Learn more about Sonant’s Certified Applied Epic integration and what it means for your agency.
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