Automated agent intake, training and appointment booking for a 100-plus person life insurance agency

The problem

A life insurance agency with more than 100 agents had no CRM and no automation. Everything ran through WhatsApp, Teams, email, Excel, Google Sheets, Zoom and phone calls. Bringing on a new agent meant collecting their details by hand, answering the same onboarding questions repeatedly, and tracking progress in spreadsheets.

Training was delivered live over Zoom, so it depended on a manager's calendar and gave no consistent record of who had learned what. Appointment booking was entirely manual: a staff member phoned agents and clients and typed bookings into Google Calendar. Contracts and paperwork were chased the same way. The discovery call also revealed the operation was twice the size the original brief assumed, so anything built had to work for 150-plus concurrent users from day one.

What it cost

Manager and admin hours went to intake, scheduling and repeat training instead of production. New agents ramped slowly and inconsistently, with no way to spot who was falling behind. A single staff member was a bottleneck for every appointment in the business, and paperwork lagged behind sales.

What we built

Four internally facing systems on one platform. An AI intake and onboarding bot on WhatsApp and email walks each new agent through licensing, background and contact details, writes the record to the internal database, notifies the manager and triggers a welcome sequence — with intake fields editable from an admin panel. An AI training platform delivers structured modules on product knowledge, scripts, compliance basics and SOPs, runs roleplay simulations where the AI plays the prospect, answers questions from a curated knowledge base, tracks quiz scores and completion per agent, and gives managers a team-wide dashboard with flagged underperformers.

An appointment booking bot handles inbound and outbound scheduling over WhatsApp, SMS or email, books only open slots in the connected Google Calendar, and sends confirmations, reminders, reschedules and cancellations. Document and e-signature automation covers the agency's own contracts and paperwork.

What changed

Intake, training and booking no longer depend on a manager or staff member being available, and leadership can see agent progress in one place instead of across chat threads and spreadsheets. Onboarding and training figures are still to be collected from the client.