Where the handoff happens
- The household stalls mid-quote and does not return within a defined window.
- The household explicitly asks for a person.
- Interpretation confidence on a vault finding is too low to act on.
- A vulnerable-customer or complaint signal is detected.
- The product or circumstance is outside what the concierge is configured to handle alone.
Channels: chat, voice, WhatsApp and scheduled callback. The household continues where it stopped rather than starting again.
The context package
The agent opens the conversation already holding the household record, the vault contents, the quote in progress, the reason codes behind every recommendation shown, and the point at which the journey stalled. No re-asking. This is the difference between a handoff and a transfer.
Whose agents
In the insurer-direct route, the insurer’s own contact centre. In the agent route, the tied agent who owns the household. In the broker route, the broker’s team. Amanati can operate the desk where a partner does not have the resource, as a service rather than as a default.
In every case the client relationship remains with the partner. Amanati is paid for processing the sale, not for owning the customer.
Quality and compliance
Call and chat recording, quality monitoring, script and disclosure adherence, and complaint capture — configured to the partner’s own compliance regime and auditable by it. The concierge’s reason codes carry into the human conversation so the advice trail is continuous rather than broken at the handoff.
The conversion effect is measurable.
It is also the number most partners have never measured on their own digital journeys.