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PolicyAdvisor

PolicyAdvisor Agent

Entry point for insurance customers. Provides policy information, coverage details, and routes to Claims or FNOL specialists.

Configuration

Property Value
Name PolicyAdvisor
Industry Insurance
Entry Point ✅ Yes
Handoff Trigger handoff_policy_advisor
Voice en-US-OnyxTurboMultilingualNeural

Source: apps/artagent/backend/registries/agentstore/policy_advisor/agent.yaml

Capabilities

  • List user's insurance policies
  • Retrieve policy details and documentation
  • Check coverage for specific scenarios
  • Provide claims summary
  • Route to FNOL or Claims specialists

Tools

Policy Information

Tool Purpose
list_user_policies List all policies for the caller
get_policy_details Retrieve specific policy details
search_policy_info Search policy documentation
check_coverage Verify coverage for a scenario
get_claims_summary Summarize claim history
search_knowledge_base General insurance knowledge

Handoffs

Tool Destination Agent
handoff_fnol_agent FNOLAgent

Escalation

Tool Purpose
escalate_human Transfer to human agent
escalate_emergency Emergency escalation

Handoff Graph

flowchart LR PA[PolicyAdvisor<br/>Entry Point] PA --> FNOL[FNOLAgent] PA --> H[Human Agent] FNOL --> PA CS[ClaimsSpecialist] --> PA AA[AuthAgent] --> PA

Voice Configuration

voice:
  name: en-US-OnyxTurboMultilingualNeural
  type: azure-standard
  rate: "5%"

Prompt Template

Located at: apps/artagent/backend/registries/agentstore/policy_advisor/prompt.jinja

Context Variables

Variable Description
caller_name Authenticated caller name
customer_id Customer identifier
policies List of user's policies
current_policy Selected policy in focus
handoff_context Context from previous agent

Usage Scenarios

Policy Inquiry Flow

  1. Caller asks about their policy
  2. PolicyAdvisor retrieves and explains coverage
  3. Answers follow-up questions

New Claim Flow

  1. Caller reports an incident
  2. PolicyAdvisor identifies need for FNOL
  3. Hands off to FNOLAgent with context
  4. FNOLAgent records claim, returns to PolicyAdvisor

Return Flow

After FNOL or Claims processing, caller returns to PolicyAdvisor for additional questions.