Firemelon and Aequotech deploy conversational AI to eliminate friction throughout the customer quote process
OpenDialog, the AI agent platform built for regulated industries, announced two new partnerships that extend its technology to the aggregator user journey for the first time.
Initial implementation will target price comparisons, the point in the process where insurance customers are most likely to abandon.
Firemelon, a Belfast-based insurance software provider with the market-leading Magenta platform, is adding OpenDialog’s AI capabilities to its wide range of platforms. Magenta is used by more than 30 insurance companies, brands and brokers in Europe, Australia and North America, many of which sell travel and pet insurance through aggregators and online channels.
The partnership will give its customer base access to an insurance AI agent built for compliance and explainability, rather than the generic chatbots common elsewhere in the market.
Aequotech, the parent company of specialist travel insurance comparison website Medical Travel Compare, uses OpenDialog’s technology to support customers through their digital quote journey.
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Rather than a static form or a typical chat window, AI provides real-time, contextual guidance at each step, presenting the right information at the right time, eliminating the bottlenecks that typically cause customers to abandon a quote midway through. This process is particularly costly due to medical declarations and questions about pre-existing conditions.
Tommy Lloyd, Managing Director of Medical Travel Compare, added: “At Equotech, we are continually looking for ways to make travel insurance easier to understand and compare, helping our customers make informed decisions and find coverage that suits their individual needs.
Our partnership with OpenDialog represents an exciting opportunity to responsibly use AI to simplify complex insurance processes, provide contextual guidance in the moments customers need it most, and improve understanding without adding friction to the purchasing experience.
We believe the future of AI in insurance is to help customers navigate complex products with more confidence, support better customer outcomes, and raise the bar for digital product comparisons across markets. ”
Tom Blain, SVP at OpenDialog, commented, “Insurance companies have lost most of their customers to the aggregator process and had little control over it. Our AI agent changes that and provides Firemelon and Aequotech with the same compliance and explainability as the aggregator channels we have already built for brokers and direct sales. We are very excited to build on this partnership and deliver superior outcomes for our customers.”
Aggregator efforts are a particular challenge for insurance companies. Customers are price-sensitive, impatient, and arrive independent of the brand, so any confusion or delay will make them more likely to lose a quote rather than call for help. OpenDialog’s claim is that by supporting customers from first click to bound policy, they can convert more traffic without risking compliance with unmanaged open-end generative AI.
