Insurance
InShared
Agentic correspondence assistant
An assistant embedded in the case system that drafts emails from the live case file, selects the right template and checks tone-of-voice against internal guidelines.
Results achieved
Writing shifts to reviewing
Consistent tone-of-voice
No context switching
The challenge
Case handlers sent dozens of customer mails a day using loose templates and manual copy-paste from the case system. Lots of time spent on phrasing, tone-of-voice that varied per handler, and empathy on sensitive cases that depended on who was on shift.
Our approach
- 1.Full agentic system chosen — correspondence is not a linear process
- 2.MCP tools fetching case data directly from the case system
- 3.Tone-of-voice guarded via agent evals on golden scenarios at every release
- 4.Widget embedded directly in the case system
The solution
An agentic assistant that drafts case-specific emails, picks the right template and checks tone-of-voice against internal guidelines — without the handler losing control.
pydantic-aiAzure OpenAIMCPAgent evals