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Project Description: Agentforce – Intelligent Insurance Agent System for AlphaHAQ

Agentforce is an intelligent, end-to-end insurance agent system developed by AlphaHAQ to streamline and automate the customer journey across insurance policy management. Built natively on Salesforce, it acts as a smart digital assistant capable of handling insurance processes such as policy purchasing, claim submission, document verification, and customer support, covering multiple insurance categories including health and vehicle policies.

This solution leverages the power of Salesforce Service Cloud, Salesforce Chat, and custom Apex logic to offer real-time, interactive, and user-friendly experiences. The goal is to reduce manual tasks, speed up claim processing, and improve customer satisfaction through automation and guided interactions.

Key Capabilities:

1. Policy Purchase Assistance (Health and Vehicle)

2. Claim Request Management with update/remove functionality

3. Dynamic Chat-Based Data Collection

4. Document Handling (Upload/Verify)

5. Salesforce Record Automation (Lead → Policy → Claim Lifecycle)

6. Eligibility Checks and Smart Prompts

7.Scalable and Secure Architecture

Example Use Case: Health Policy – Claim Process

Scenario: Ram, a policyholder with a health insurance plan from XYZ Insurance Company (backed by Agentforce), suffers injuries in a road accident and seeks to file a claim.

Ram visits the insurance company's website and starts a conversation with the embedded chatbot, powered by Salesforce’s Live Agent integrated with Agentforce logic. The agent greets him and asks for his policy number. Upon verification, Ram is found eligible for a claim under his INR 7,00,000 annual coverage.

The agent then prompts a structured set of questions:

Accident Details – When did it occur? Ram replies: “Yesterday.”

Cause of Accident – Ram says: “A truck hit me last night.”

Hospital Info – Ram: “I’m admitted to Medanta Hospital.”

Admission Date – Ram: “Yesterday.”

Supporting Documents – Ram says he doesn’t have them now.

Despite missing documents, the system logs the claim in Salesforce under Ram’s policy. Ram can later update or remove the claim if necessary using a secure link sent to his email.

Example Use Case: Vehicle Policy – Purchase Process

Scenario: Rahul wants to buy a new vehicle policy for his 2025 Hyundai Creta.

He connects with an agent on the XYZ Insurance website. The agent walks him through:

Personal details (name, email, phone, address)

Vehicle specifics (make, model, year)

Policy package options (Third-Party, Comprehensive, Zero Dep)

Rahul selects the Comprehensive package, and the agent confirms all details. The policy is submitted, Rahul receives a confirmation email, and the policy activates upon payment.

My AI-powered agent is versatile and can seamlessly assist customers of any bank or insurance company. It ensures smooth, real-time interactions for policy purchase, claims, and support. This saves users valuable time by automating and streamlining complex processes.

Built With

• agentforce
• salesforce
• service