Reduced implementation time from 12-months to 6-weeks while mitigating customer risk
"We needed someone who knew how these systems really behave, not how the marketing describes them."
Ken McGinley
VP of Customers, Vertical Insure
Vertical Insure, a leading provider of embedded insurance solutions for vertical software platforms, sought to modernize their customer support operation by deploying an enterprise AI support agent. Their internal estimate for a safe, validated deployment was twelve months. Swept AI completed it in six weeks.Before launch, Swept AI audited the AI agent and uncovered critical failure modes that would have reached customers undetected: the system fabricated financial figures, merged unrelated policy types into single answers, and constructed plausible but incorrect contact information. These errors appeared in confident, well-formatted responses that would have been difficult for customers or support staff to identify as wrong.Through a structured six-week engagement, Swept AI restructured the knowledge base, built a domain-specific test suite of several hundred real customer scenarios, implemented targeted guardrails, and supervised the deployment through production launch.The results:
Vertical Insure now operates a production AI support system with confidence, visibility, & continuous oversight.
Vertical Insure makes insurance easy by embedding protection directly into software platforms used for sports registration, event management, travel bookings, and more. They handle approximately 1,500 customer inquiries per month. In insurance, incorrect answers create liability and erode trust. There is little margin for error.When Vertical Insure decided to implement an AI customer support agent, they recognized the deployment required more scrutiny than the vendor's standard onboarding process could provide.
Often, Enterprise AI support agents are sold as production-ready out-of-the-box.
Andalthough Vertical Insure’s AI agent appeared polished during initial demos, Swept AI’s evaluation revealed a different picture.
The AI looked polished on the surface. Swept AI showed us exactly what was happening using our data.
Swept AI's engagement followed a structured methodology designed to identify risks before deployment and establish ongoing monitoring afterward.
That dashboard changed everything. We could finally see how the AI agent behaved, not just hope it would actually work.
Vertical Insure reached production deployment in under six weeks. Without Swept AI's structured approach, the Vertical Insure team estimated this process would have taken them at least a year internally and involved discovering problems through customer complaints.
The AI agent now handles 60-70% of customerinquiries with high-quality responses. This figure isbased on Swept AI's domain-specific test suite, not vendor-provided metrics.
Zero customer-facing hallucinations since launch. Theguardrails and validation process eliminatedfabricated figures, incorrect contact info, and cross-contaminated guidance.
Reduced Tier-1 support workload without addingheadcount. The support team now focuses oncomplex cases, claims issues, and exceptions thatrequire human judgment.
Vertical Insure receives alerts when AI performance
If we had launched without Swept AI, we would have found these issues the hard way, with real customers and not in time.
Vertical Insure's experience illustrates several principles that apply broadly to AI deployments in customer-facing contexts.
Vertical Insure successfully deployed an AI customer support agent by treating the implementation as avalidation problem, not just an integration task. Swept AI's audit identified failure modes that would have reached customers, and the subsequent optimization process eliminated those risks.
The engagement produced a system that automates a majority of support inquiries while maintaining theaccuracy standards required in insurance. Ongoing monitoring ensures that performance remains stable asthe underlying AI continues to evolve.
