When an employee has a question about how to use their agency management system (AMS) or their agency’s processes, even a routine task can come to a stop. Finding help can mean searching through documentation, asking a colleague, or contacting support. Those interruptions add up.
Experienced employees spend time answering routine questions, new hires take longer to become proficient and productive, and agency-specific processes can be applied inconsistently.
Helping employees find the guidance they need to work independently is key to maintaining efficiency as teams, responsibilities, and workflows evolve. Formal training and documentation provide a foundation but can't address every question that comes up during everyday work.
Get answers in the moment of work
The Velocity™ Coach Agent answers product and how-to guidance questions directly into AMS360 and Sagitta. Employees can simply ask questions in natural language and receive source-backed answers without leaving the system.
The Coach Agent draws on product documentation and, when configured, an agency’s own documentation and standard operating procedures (SOPs). Employees can review supporting sources and ask follow-up questions when they need more context.
Three ways agencies can use Coach Agent
1. Help new employees become productive sooner
Learning an AMS involves more than understanding the software. Employees also need to learn how their agency handles everyday tasks.
A new employee learning policy servicing, for example, might ask, “How do I process a policy endorsement?”
The Coach Agent provides relevant guidance directly in the system, giving employees a resource as questions arise. It supplements formal training and helps new hires build proficiency and confidence without relying on colleagues for every answer.
2. Keep unfamiliar tasks from slowing work down
Even experienced employees encounter infrequent tasks, new responsibilities, and product and procedure changes. When they're unsure how to complete a task, work can stall while they search for instructions.
An employee taking on a new role might ask, “How do I receipt a customer payment?” The Coach Agent provides an answer and supporting sources, helping the employee understand the process and move forward.
Employees can get help when they need it without every question becoming an interruption for a manager or coworker.
3. Make agency procedures easier to follow
Knowing how to complete a task in the AMS doesn't always mean knowing how the agency expects it to be handled.
With agency documentation and SOPs configured, the Coach Agent can help employees find guidance specific to their organization's processes. For example, they might ask, “How does our agency require me to document a client's coverage change request?”
Making those procedures easier to access supports more consistent execution across teams, locations and acquired businesses.
More than faster answers
Coach Agent helps address a practical operational challenge: employees can't move work forward efficiently when they have to stop and search for guidance.
Getting guidance in the moment doesn't just help employees complete a task; it also helps them learn along the way.
Coach adds real value to training by bringing personalized, on-demand coaching directly into AMS360. It helps managers reinforce learning, practice real-world scenarios, and turn training into actionable behaviors.”
Shyla Lankford of Symphony Risk
The Coach Agent is part of Vertafore's growing portfolio of AI agents powered by the Velocity AI platform. Together, these agents advance Vertafore's Agentic Agency vision by bringing purpose-built AI into the systems agencies already use, helping eliminate friction across everyday agency work.
For agencies, the opportunity is straightforward: spend less time searching for guidance and more time moving work forward.