Resources · Webinars

Live and on-demand sessions

Working sessions for people who run insurance call-center floors. How to put AI to work after the call without letting it touch a regulated record on its own, how to read your own after-call cost, and how the audio actually reaches a system. No pitch deck, no fake case study. Register interest and we will tell you when the next one is scheduled.

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What these sessions are

Each session takes one real problem from a compliance-heavy floor and walks the room through how to think about it. We schedule them as they are built, and post the recording afterward so you can watch on your own time. Topics below are the ones we cover. Pick the one that matches what is in front of you.

  • Built for licensed agents and floor managers, not a sales audience
  • Grounded in published standards and benchmarks, sourced at the foot of this page
  • Live when scheduled, then available on demand
  • No recording or speaker invented here. Real sessions get listed once they exist

Session topics

The questions floors keep asking. Register interest to be notified when one of these is on the calendar, or to get the recording.

GOVERNANCE

AI on a regulated floor, safely

What a written program for AI use looks like in practice. State regulators, through the NAIC model bulletin, now expect insurers to maintain a documented AI Systems program and to keep AI-supported decisions inside existing insurance law. We walk the approve-first pattern: AI drafts, a licensed person signs, nothing moves on its own.

MEASUREMENT

Reading your own after-call cost

How to measure the paperwork tail on your floor instead of guessing. Industry benchmarks put after-call work at roughly 6-12% of an agent's paid time, higher on compliance-heavy insurance lines. We show how to pull that number from your own dialer and wrap-up data so you size the problem before anyone tries to solve it.

TELEPHONY

SIPREC, recordings, or locked box

The three ways call audio reaches a system, and what each one costs you to set up. Live media through the SIPREC standard, the recording files your platform already keeps, or a locked-box approach that keeps sensitive data such as card numbers out of the audio entirely. Plain-language tradeoffs, no vendor jargon.

PROVENANCE

Why a record should trace to the call

The reason most floors will not let AI write to a regulated record: a model that guesses cannot be trusted near compliance data. We cover provenance, every field tracing back to a moment in the call, anything unsure flagged rather than invented, and the agent's approval as the only point a record actually changes.

COMPLIANCE

Consent and recording across state lines

Federal law allows one-party consent, but compliance guides count roughly a dozen states that require all parties to consent before a call is recorded. When a call crosses a state line the stricter rule tends to apply. We walk how floors handle disclosure and consent without slowing the conversation. General education, not legal advice.

ROLLOUT

Connecting to the dialer and CRM you have

What a low-disruption rollout looks like when the value cannot depend on the hardest piece to connect. We cover reading from a recording when live audio is not available, queueing drafts for one-click approval, and keeping a private-cloud or local option on the table so the data rules get set at diagnosis, not assumed.

Get notified about the next session

Register interest and we will tell you when one of these topics is scheduled, and send the recording when it is posted. No spam, no obligation.

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Sources

  1. NAIC, "NAIC Members Approve Model Bulletin on Use of AI by Insurers." Regulators expect a written AI Systems program; AI-supported consumer decisions must comply with insurance law. content.naic.org
  2. IETF, RFC 7866 "Session Recording Protocol (SIPREC)." The standard for delivering live call media and metadata to a recording server. rfc-editor.org
  3. IETF, RFC 7865 "SIP Recording Metadata." Why call centers record (regulatory, compliance, consumer protection) and the recording metadata model. rfc-editor.org
  4. Voiso, "Average After-Call Work Time." After-call work as roughly 6-12% of agent time, higher on complex lines. voiso.com
  5. Eckoh, "Why so-called 'pause and resume' systems are not PCI DSS compliant." Locked-box vs pause-resume for keeping card data out of recordings, and why pause-resume can fail. eckoh.com
  6. NextPhone, "Call Recording Laws by State." One-party vs all-party (two-party) consent and the count of all-party-consent states. getnextphone.com