Every figure below already prices the miss

A shared inbox handled three-way matching and ate most of a week for two people every month. The agent clears the clean 92 percent; the rest still reach a person, and we priced that cost before the pilot began.

First-notice-of-loss triage was the actual bottleneck, not the assessment work after it. Routing and severity scoring moved to an agent, with one hard rule: anything under the confidence floor goes straight to a person.

Leads arrived overnight and sat until morning, and the best ones had already cooled by the time anyone called. Lead enrichment and routing now run in under a minute, with the agent’s reasoning visible next to every assignment.

Rate discrepancies surfaced weeks late, usually after the invoice was already paid and the leverage was gone. The agent reconciles at the point of receipt and flags the gap the same day.