# Agents that work the inbox.

> A broker team that receives hundreds of questions by email and WhatsApp every week.

URL: https://www.talkit.pt/en/cases/insurance/
Language: English · Português: https://www.talkit.pt/pt/cases/insurance/
Case study · Insurance

## The challenge

Answers depended on looking up policies in several systems. Response times grew with volume and the team spent the day copying information.

## Our approach

1. **Read the channels** — An AI assistant reads incoming email and WhatsApp messages and identifies the client and policy.
2. **Query the systems** — It checks the policy systems and prepares a draft answer with the right data.
3. **Keep a human in the loop** — Brokers review, adjust and approve every answer before it is sent.

## What changed

- Draft answers ready when the broker opens the message.
- Policy data pulled automatically instead of copied.
- Every reply still reviewed by a person.

## Stack

AI agents, MCP, TypeScript, Email, WhatsApp API, Human review

## Next case

[Workforce & staffing: Self-service for people operations.](https://www.talkit.pt/en/cases/workforce-staffing/) · [Start a project](https://www.talkit.pt/en/contact/)