Concierge
End every conversation with resolution
CX agents that don't stop at containment
Most CX solutions contain the conversation and handoff the real work to a queue. Concierge holds the call, works the case in your systems, and confirms the outcome before the policyholder hangs up.
Reads the policy live and keys changes into the same screens your team works in the duration of the call using Computer Use.
Every case is a long-running agent, not a ticket. Concierge remembers interaction across the call, the email, and the reply three days later.
Eligibility, consent and not-in-good-order checks run against your procedures. Any exceptions that arise are flagged to your SMEs.
A specialist’s decision is written back into the operating procedure, so the same rule never stops the same work twice.
One request, worked end to end
A policyholder calls to change the address on an auto policy. The new territory makes it premium-bearing.
Answers, verifies, understands
Verifies the caller against the policy record while they talk, and captures the request.
Runs the insurance check
The new address changes the rating territory, so Concierge re-rates and gets the policyholder’s okay first.
Writes it back, API or not
Keys the endorsement into your policy admin screens, field by field, where no API exists.
Confirms before the call ends
The confirmation email, with the new premium and a confirmation number, lands before the call ends.
Stays on the case until it is done
Next day, the issued declarations page is checked against the call, sent on, and the case is closed.
“Pace takes work from intake to outcome and resolves more than 90% of cases without a human touch, improving consistency while freeing up capacity.”
Rudy Hervé / COO, Palomar