Every number here is post-exception

Three-way matching ran on a shared inbox and took two people most of a week. The agent clears the clean 92 percent; the exceptions still reach a human, and we costed them before the pilot started.

First-notice-of-loss triage was the bottleneck, not the assessment. Routing and severity scoring moved to an agent, with a hard rule that anything below the confidence floor goes straight to a person.

Leads sat unrouted overnight and the best ones went cold. Enrichment and routing now run in under a minute, and the sales team sees the agent's reasoning next to every assignment.

Rate discrepancies were found weeks late, after the invoice was paid. The agent reconciles at receipt and flags the gap the same day, which changed what the finance team argued about.