Capabilities / Conversation Intelligence
Every call scored against your own scorecard.
Genfin transcribes every call and answers your scorecard’s questions on each one. Pick a rule below to see the reasoning and the moment in the call it came from.
- 00:12producer Thanks for calling Lakeside Insurance, this is Dana. Just so you know, this call is recorded.
- 00:31customer Hi, I need a quote on my car. We just bought a house, too.
- 00:44producer Congratulations on the house! Let’s get that auto quote started.
- 03:10producer Do you have insurance right now?
- 03:14customer I did. I think it ended in March.
- 03:20producer Okay. What’s the VIN on the vehicle?
- 07:48producer Your bodily injury limit is 50/100. That covers injuries to other people up to fifty thousand each.
- 09:40producer I ran you with Northfield and Pioneer Mutual. Northfield came back lowest.
- 10:05producer So that comes to $148 a month.
- 10:09customer Hmm. That’s more than I was hoping to pay.
- 10:14producer No problem. I’ll email it over and you can think about it.
- reasoning
The customer said they just bought a house. The producer went straight to the auto quote and never offered home.evidence at 00:31, 00:44
01 / Scorecards
Bring your own scorecards or use ours.
Paste the scorecard your QA team uses today and Genfin drafts the rules from it. Or start from a library of insurance templates for compliance and sales, then edit them to fit.
- Did the agent disclose the call is recorded?
- Verify garaging address
- Ask about other drivers in household
- Offer bundle if customer owns a home
- …
- Auto insurance compliance24 rules
- Home insurance sales12 rules
- FTC Telemarketing Sales Rule9 rules
02 / Testing
Quickly test and iterate your prompts before deploying.
A rule is a plain-English question. Run it on real calls, read the results, reword it, and run it again in minutes. There are no months or years of labeling calls and training a model first.
- prompt
- Did the producer ask who the customer’s prior carrier was and when that policy ended?
- type
- yes / no · n/a allowed
- yes41%
- no52%
- n/a7%
- reasoning
- The customer mentioned a prior policy. The producer moved to vehicle details without asking the carrier or the end date.
- excerpt
- “I did. I think it ended in March.” “Okay. What’s the VIN on the vehicle?”
03 / Impact
Know which behaviors move the close rate.
For each rule, Genfin compares calls where it was followed with calls where it wasn’t, and shows what it would be worth if every producer followed it.
Did the producer ask for the sale?
- yes0%
- no0%
- close rate · yes
- 0%
- close rate · no
- 0%
04 / Conditions
Run rules conditionally.
Not every rule belongs on every call. Run a rule only on sold calls or lost calls, on a specific carrier, when a quote was given, or when a certain objection came up.
- Explained the post-bind inspectionwhen result is closed wonand home was quoted
- Loss reasonwhen result is closed lost
- Handled the price objectionwhen objections includes price
- Offered the telematics discountwhen carriers quoted includes Northfield
- Asked for the salewhen a premium was quoted
05 / Coaching
Coaching each producer can act on.
Producers get their own dashboard: what’s working, where to focus, and tips built from their own calls, with the line they said and what to try instead.
- recording disclosure
- rapport before quoting
- asking for the sale
- prior carrier and lapse
“No problem. I’ll email it over and you can think about it.”
“I hear you. If I start it today you’re covered tonight, and I’ll check the bundle price with your new house. Want me to set that up?”
06 / Connect
Works with the phone system you have.
Calls arrive from your phone system as they end. No one uploads recordings, and producers don’t change how they work.
- 8x8
- Aircall
- Amazon Connect
- Dialpad
- Five9
- Genesys
- NICE CXone
- RingCentral
- Talkdesk
- Twilio
- Zoom
- API + upload