Written by Sabine VanderLinden

• AI’s next frontier isn’t generative—it’s agentic. While chatbots answer questions, Agentic AI acts autonomously, making decisions and executing tasks across insurance workflows.
• The ROI is already here. Majesco’s Copilot has delivered 23% faster task completion, 84% daily adoption, and 70% more focus on strategic priorities—proof that Agentic AI drives measurable business impact.
• The stakes are high. With half of the insurance workforce expected to retire by 2030 and expense ratios under relentless pressure, carriers embracing Agentic AI now will outpace competitors in cost, speed, and customer experience.

I remember when generative AI first hit the mainstream. For many, it was a novelty – a tool to craft recipes or answer trivia. But from my vantage point in the insurance technology space, I saw something a little more revolutionary playing with the first version of ChatGPT among other systems.

When talking with Denise Garth from Majesco, I realized that the team recognized early that AI could revolutionize customer experiences, productivity and automate complex tasks if we could seamlessly blend AI intelligence into the applications that many operational teams use every day. Majesco created solutions specifically to address the evolving needs and challenges of the insurance industry.

This insight set us, I am sure, many, and in particular the team at Majesco, on a path from Generative AI to what we now call Agentic AI, an evolution that promises to reshape insurance as we know it. In today's rapidly changing environment, the insurance industry cannot afford to be focused on avoiding change; embracing innovation is essential to remain competitive and drive progress.

From Generative to Agentic: A New AI Frontier in Insurance

Generative AI (think chatbots and content generation) has proven its value, but it relies on a user prompt and stays largely reactive. Agentic AI goes a step further – it is an autonomous, goal-driven intelligence that can make its own decisions based on a defined goal, without hard-coded rules. In other words, instead of waiting for an underwriter or agent to ask a question, an Agentic AI can act on its own to achieve objectives. It uses advanced reasoning models—specifically, advanced AI models that enable autonomous decision-making—to carry out tasks and will reach out to a human only when it needs guidance – rather than the other way around. Additionally, AI agents use large language models, which are foundational to the agentic architecture, to analyze and understand customer interactions or automated triggers, enabling them to act intelligently and autonomously.

This distinction matters. As insurance executives, we’ve all seen how even a great AI-powered chatbot still requires an employee’s time to query it and interpret results. Agentic AI flips this dynamic. It can autonomously execute tasks like a diligent virtual team member, working 24/7 towards a set goal. AI agents operate 24/7 across various platforms like self-service portals and messaging channels, ensuring continuous support and efficiency. The outputs and decisions made by Majesco's AI agents are accurate and trustworthy, providing reliable results for users.

I often describe it as moving from a calculator (which gives answers when asked) to a self-driving car (which knows the destination and drives itself). Importantly, humans remain in the driver's seat as supervisors – we always keep the steering wheel.

As Majesco's President and Chief Product Officer, Manish Shah emphasizes:

In other words, Agentic AI isn't about replacing people. This transformation is about augmenting our teams with autonomous helpers, with experts overseeing for safety and nuance.

Majesco’s Evolution: From GenAI Copilot to an Intelligent Core

Majesco’s journey from generative to agentic AI began with a simple question: How do we get AI into the hands of end-users quickly, to deliver real business impact? 

Denise shares that they didn’t treat GenAI as a shiny new toy on the side. They treated it as an “intelligence” to infuse into their core systems. The result was Majesco Copilot, launched in 2023 as the insurance industry's first fully integrated GenAI assistant within core platforms.

Developed in collaboration with Microsoft’s Azure OpenAI service, Copilot is embedded across our Intelligent Core Suite for P&C and L&AH (Life & Annuity/Health) insurance solutions. This means AI isn't an add-on – it's woven into underwriting, policy administration, billing, claims, and more, the entire insurance value chain. Majesco Copilot is a solution designed to address key industry challenges by integrating advanced technology and streamlining insurance operations. Majesco provides intelligent SaaS platforms for over 350 insurers, making it a leader in the industry.

What does Majesco Copilot actually do? 

In practical terms, it serves as a dynamic AI sidekick inside Majesco’s software. It can decipher complex policy details, answer routine insurance inquiries, generate personalized customer correspondence, offer loss control recommendations, even suggest injury categorizations on claims – tasks that typically eat up hours of skilled employees' time.

Copilot can also analyze data to extract valuable data insights, which are then used to recommend actions or strategies for insurers. And because Copilot is embedded in the workflow, users have access to its features and support anywhere they need across the insurance lifecycle. This integration was key to driving adoption. Majesco has more than 1,000 successful implementations of its technology across the insurance industry, further solidifying its reputation for delivering impactful solutions.

Early ROI Metrics: The impact of this GenAI integration has been remarkable.

Early results show:

• 23% average time savings on tasks with Majesco Copilot assistance.
• 84% of users leverage Copilot daily, reflecting rapid user acceptance and trust in the tool.
• 70% of managers report that Copilot frees them to focus on higher-value business priorities.

Equally impressive are the case-specific improvements we’ve measured. For instance, in personal auto insurance, Copilot cut the time to create a quote by 70% from about 10 minutes of manual input down to 3 minutes with AI guidance.

In claims, automating the processing of vendor invoices led to a 75% time savings, saving adjusters roughly 2.5 hours per claim on average. Claims staff are saving around 9 minutes per day by using Copilot to draft and refine communications instead of writing from scratch. This represents nearly 20 days of time saved per 1,000 claims. These efficiencies translate to huge capacity gains when scaled across thousands of policies and claims.

Crucially, all these gains were achieved without sacrificing the human touch. By offloading grunt work to the AI, the team at Majesco focuses on exceptions and value-adding tasks. In Majesco's own Strategic Priorities research, once users tried Intelligent Core with Copilot, 70% reported it helped them focus on what matters most – be it nurturing client relationships or strategizing new offerings – rather than getting bogged down in clerical tasks.

How AI Agents Work: The Engine Behind the Autopilot

AI agents are rapidly transforming how businesses operate, acting as the invisible engine that powers everything from seamless customer interactions to smarter decision-making. But what’s really happening under the hood when AI agents work their magic?

At the heart of every AI agent is a sophisticated planning module, designed to break down an initial prompt or business goal into a series of actionable steps. Such a module leverages artificial intelligence and large language models (LLMs) to understand context, learn from past interactions, and generate human-like responses.

The result? AI agents that can not only interpret complex requests but also execute tasks across various platforms and external systems—often without waiting for human approval.

For example, on the Majesco platform, AI agents can analyze customer interactions in real time, drawing on vast amounts of data to provide insurers with actionable insights. This enables businesses to refine their business models, improve sales strategies, and deliver more personalized services. By connecting to existing tools and systems, AI agents can complete tasks such as processing claims, generating quotes, or even flagging potential risks—freeing up human agents to focus on higher-value work.

One of the standout features of AI agents is their ability to analyze massive datasets, uncovering patterns and trends that might otherwise go unnoticed. This data-driven approach empowers businesses to make informed decisions, optimize operations, and drive business growth. Whether it’s identifying emerging risks in insurance, tailoring product recommendations for customers, or streamlining repetitive tasks, AI agents are redefining what's possible in today's digital landscape.

Generative AI further enhances the customer experience by enabling AI agents to simulate natural, intuitive conversations. Customers receive instant, personalized support—whether they're filing a claim, updating a policy, or seeking advice—leading to higher satisfaction and loyalty. In industries like insurance, where every interaction matters, this level of service can be a true differentiator.

Beyond customer experience, AI agents are instrumental in improving operational efficiency and reducing risk. Businesses can redeploy employees to focus on strategy, innovation, and complex decision-making by automating routine and repetitive tasks. This not only boosts productivity but also helps companies stay ahead of the competition by leveraging the latest technology and tools.

Building AI agents has become more accessible thanks to a growing ecosystem of existing tools and platforms. These solutions offer capabilities like natural language processing, machine learning, and advanced analytics, allowing businesses to create AI agents tailored to their unique needs. As a result, companies across industries—from insurance to healthcare to finance—are harnessing AI agents to deliver new services, support business growth, and unlock greater value from their data.

Of course, the rise of AI agents also brings new challenges. Ensuring transparency, accountability, and fairness in AI-driven decision-making is essential. Businesses must address potential risks such as job displacement, cybersecurity threats, and the need to align AI agents with human values and ethical standards. Responsible deployment and ongoing oversight are key to maximizing the benefits while minimizing unintended consequences.

Reimagining Insurance Workflows: Quotes, Claims and More on Autopilot (with Oversight)

What does Agentic AI look like in action? 

Let’s explore a few realistic use cases that are on the cusp of mainstream adoption in insurance:

• Automated Quoting: Imagine an underwriter's email inbox receiving a commercial auto quote request at 2:00 AM. Normally, that prospect would wait until someone got in the office. With Agentic AI, an AI agent could immediately begin crafting a quote in your system, pulling data from the submission, applying underwriting rules, and even pre-filling a proposal document. The AI agent can also determine the next steps in the workflow, such as requesting additional information from the applicant or escalating complex cases to a human underwriter. By the time the underwriter starts the day, the AI has done 80% of the work – the human just reviews, tweaks, and approves the quote. We've effectively moved to a world where AI prepares and humans approve instead of humans doing it all. In fact, we're already piloting this: Majesco has a quasi-Agentic AI in testing that can handle entire insurance quote workflows autonomously (among other tasks). Early results show it adheres to set underwriting parameters and significantly speeds up turnaround time. The underwriter's role evolves into a supervisor who validates the AI's output and focuses on complex or exceptional cases.
• Claims Triage and Processing: Consider the first notice of loss in claims. Rather than sitting in a queue, an AI agent can read the loss report from an email or web form and initiate the claim in the system automatically. It could verify policy coverages, assign a preliminary severity score, and even request additional information if needed, all before a human adjuster even sees the file. The AI agent can decide on the appropriate course of action based on the information received, such as whether to process the claim automatically or escalate it for human review. For straightforward claims, the agent might even draft an initial reserve recommendation or settlement offer using past data patterns. Throughout, a human claims professional oversees the process – they get alerted if the AI is uncertain or encounters anomalies (the AI “reaches out to the human when it needs help.”) This flips the model: claims staff spend their time overseeing and coaching the AI on edge cases, rather than keying in every claim detail. The payback is huge in customer service – some claims can be acknowledged and processed within minutes of submission, providing a near-instant response to the insured.
• Vendor Invoice Handling: One of the tedious parts of claims management is processing vendor invoices (for towing, repair, medical bills, etc.). Agentic AI is poised to take this off adjusters' plates. An AI agent can ingest an invoice, cross-reference it to the claim file, verify policy coverages and fee schedules, and automatically flag any discrepancies. In Majesco's trials, invoice handling time dropped by 75%. The AI agent handles the repetitive validation steps in seconds, then sends the adjuster a summary: e.g., “This $2,000 repair invoice matches the estimate and policy limits; ready for approval.” The adjuster simply gives a thumbs-up (or intervenes if something looks off). Again, humans are in control, but only when needed. This not only saves adjusters hours of administrative work per claim, but it also reduces errors and leakage by ensuring every invoice is checked thoroughly.

These examples scratch the surface. The beauty of Agentic AI is that it’s modular and scalable. We envision a library of specialized AI agents for different functions – underwriting assistants, claims bots, billing agents, fraud detectors, customer service chatbots – working in concert across the insurance value chain. Much like a well-oiled team, these AI agents will each handle their domain tasks and collaborate with human experts. Agentic AI platforms can connect agents with various systems and data sources through API connectors and automation tools, enabling seamless integration and workflow automation across the enterprise ecosystem. Majesco’s roadmap is aggressive here: we’ve started with four targeted use cases (like quotes and invoice handling) in a controlled environment. As accuracy and outcomes meet our high standards, we’ll remove the training wheels (the human guardrails) and let these agents operate with full autonomy – under human supervision and control. This phased approach ensures trust and reliability as we scale up automation. The market for AI agents is expected to grow at a 45% CAGR over the next five years, highlighting the immense potential and demand for these technologies.

Throughout this transformation, maintaining oversight is non-negotiable. In practice, that means dashboarding and alerting: Majesco's Intelligent Core Suite will show what the AI agents are doing, flag decisions made and highlight uncertainties for human review. The human workforce transitions from “doers” to “orchestrators” of AI-driven processes. This not only preserves accountability and compliance (critical in a regulated industry), but also elevates the role of your talent – freeing them to apply judgment and empathy where it matters most.

As one acquaintance quipped:

We’re not cutting the jobs, we’re cutting the job dullness.

Majesco's Digital First Insurance platform includes configurable portals for customers and channels that cover all aspects of insurance transactions while ensuring seamless integration and user experience.

Driving Operational Excellence and Better Decisions

The impact of Agentic AI isn't just faster processes – it’s smarter decision-making and improved service at every stage. When routine work is automated, insurers can handle more business without adding headcount, or as Manish Shah puts it: Saving a few seconds on one task means nothing, but saving 27 seconds on a task done 10,000 times a day “means you can handle more customer service requests… You can grow without increasing cost.” This scalability is key as insurance companies face pressure on expense ratios and talent shortages.

Let’s talk about the expense ratio. In an environment where wages are rising and every point on the expense ratio counts, Agentic AI offers a much-needed efficiency boost. By automating service inquiries or quote processing at a faster rate, an insurer can dramatically increase throughput without a commensurate increase in staff.

“To me, the expense ratio is a big deal,” Shah notes, “and I think there’s a huge opportunity for insurers to bring those expense ratio points down.” Early adopters of AI are seeing this already – tasks that once took many staff hours can be done in a fraction of the time, allowing teams to be reallocated to more value-generating activities (like advisory conversations or complex case underwriting).

The bottom line: improving operational efficiency directly supports profitability in a time of tight margins.

Meanwhile, Agentic AI also sharpens decision-making and risk management. AI agents can sift through far more data than a human can in a given moment, uncovering patterns and insights. For example, an underwriting agent-AI can cross-check an application against internal and external data (loss histories, third-party data, etc.) to spot risk indicators a person might miss, all before finalizing a quote.

In claims, AI can analyze historical claims data to predict which new claims might escalate (e.g., risk of litigation) and nudge managers to assign those to more experienced adjusters. It's like having a smart assistant whispering in your ear, “this claim might need extra care, it matches a pattern of past problematic cases.” Similarly, fraud detection is supercharged – AI agents can flag subtle anomalies across invoices, claims, and policies that would evade even the best-trained eyes, thereby reducing fraud losses. AI agents are becoming common across industries, including marketing and sales, customer service, and R&D, showcasing their versatility and transformative impact.

There’s also a customer experience win here. By handling routine queries and tasks swiftly, AI agents drastically reduce customer response times. Whether it’s answering coverage questions through a chatbot or initiating a policy change request automatically, customers get near-instant service. And because the AI can operate 24/7, an insurer can effectively extend business hours around the clock. This always-on service builds trust and satisfaction – the customer feels attended to, while your human team can step in for more complex or sensitive interactions. In addition, AI agents can leverage user preferences to personalize interactions and optimize customer journeys, ensuring each customer receives tailored experiences that boost engagement. In an industry often criticized for sluggish, paperwork-heavy processes, this is a chance to stand out with agility and responsiveness.

Moreover, Agentic AI can help address the looming talent gap in insurance. Industry experts estimate that 50% of experienced insurance professionals may retire by 2030. That’s an enormous loss of knowledge and capacity. AI agents can ease the onboarding of new talent by acting as on-demand mentors. A junior underwriter with an AI copilot can perform like a much more experienced underwriter because the AI is feeding them insights and ensuring they don’t miss steps. This not only accelerates training but also helps retain employees – their jobs are less about drudgery and more about interesting decision-making, guided by AI. In essence, Agentic AI is becoming part of the institutional memory and expertise of the company, available to every employee from day one.

Continuous Innovation and Sustainable Competitive Advantage

Stepping back, one of the biggest lessons from evaluating Majesco's assets and talking with Denise is that innovation must be continuous. The world around us is changing constantly – new risks, new customer expectations, new market entrants – and if we don't keep pace, we risk irrelevance. Embracing Agentic AI is part of a broader mindset shift.

As Manish Shah wisely shares: 

In Majesco's culture, innovation isn't confined to R&D labs or annual planning offsites—it’s everyone’s job, every day.

That's how features like Copilot—and now Agentic AI capabilities—came to life: by constantly asking: "How can we do this better?"

Agentic AI is a natural extension of that ethos. Majesco is going “all-in” on Agentic AI as the next frontier, with clear plans to automate many of the manual, repetitive workloads that still plague insurance operations.

But the goal isn't automation for its own sake. It’s to enable insurers to achieve a sustainable competitive advantage. In a hyper-competitive market, the winners will be those who can innovate faster, operate leaner, and deliver exceptional customer and employee experiences. AI is the catalyst to do all three. As we continue to embed agentic capabilities into our Intelligent Core Suite, our clients can rapidly launch new products, respond to market changes in real time, and run their businesses with a level of efficiency and insight that simply wasn’t possible before.

I firmly believe that in the coming years, Agentic AI will become as standard and indispensable as today's core insurance systems. The difference will be as stark as companies that still processed everything on paper versus those that adopted computers decades ago. Those who leverage Agentic AI effectively will outpace competitors – they'll have lower costs, faster cycles, and more delighted customers. They will also be more agile in the face of challenges. In a world of geopolitical and economic uncertainties, climate-driven catastrophes, and rising claims:

“AI is a godsend... it has come at just the right time for the insurance industry,” as Shah noted.

It's a tool to tackle the big challenges of our time by fundamentally changing how we work.

In conclusion, the evolution from generative AI to Agentic AI marks a turning point for insurance. I know from talking with the team that Majesco, and in particular with Denise Garth and Manish Shah, that they are so proud to be at the forefront of this journey.

By infusing core solutions with intelligent, autonomous agents, they are not just keeping pace with change – we're driving it.

As a result, Denise shares that they aim to ensure that their customers—insurers across the U.S., Europe and beyond—build sustainable competitive advantages that carry them confidently into the future.

In this new era, insurers who embrace Agentic AI will deliver better service and smarter decisions at lower cost, creating a win-win for their businesses and their customers. That, to me, is the real promise of Agentic AI—and the reason I'm more excited than ever about the future of our industry.

Sources:

1. Majesco, “From generative to Agentic AI: Majesco sets new benchmark for insurance tech,” AIFinTech100 interview with Manish Shah.
2. Majesco Copilot eGuide – GenAI Insurance Solutions, with usage and ROI statistics.
3. Majesco press release, “Majesco Copilot Sets New Benchmark in Insurance Technology,” highlighting 23% time savings, 84% daily usage, and other metrics.
4. Insights from Majesco leadership (Manish Shah) on Agentic AI's role in reducing expense ratios and improving operations.
5. Majesco case studies on GenAI/Agentic AI use cases in quoting, claims, and invoice processing with human oversight