Smart Health Dental: AI Inbound Sales Voice Agent
A multi-stage AI sales agent that greets inbound callers, qualifies leads, presents plan options, quotes pricing, and processes the sale — purpose-built for dental and vision insurance and integrated directly into Smart Health Dental's lead and policy systems.
The Challenge
Following the success of the Phase 1 verification voice agent, Smart Health Dental needed to address a different bottleneck: inbound sales. Calls were arriving from multiple lead sources — paid media, organic search, broker referrals — and every call had to be answered in under a minute by a licensed sales representative. Missed calls meant missed revenue. Long hold times meant lost prospects. Calls that did connect required the rep to navigate the lead system, look up the prospect, run a needs assessment, present plan options, and walk the customer through enrollment — all on the first call, in compliance, and at high volume.
Hiring more reps was the obvious answer and the wrong one. Recruiting, licensing, training, and managing additional sales staff is slow and expensive, and does nothing about evening and weekend coverage when high-intent leads are also calling. Smart Health Dental wanted a voice agent that could carry a real sales conversation — qualification, needs assessment, quoting, and closing — without sounding like a script reader and without breaking compliance.
Our Approach
We built the sales voice agent on Anthropic's Claude as the underlying language model, in three sequential milestones, each one a complete and shippable stage of the sales conversation, integrated directly into the lead distribution platform and the policy administration system.
Implementation Phases
AI agent answers inbound calls, greets the caller, pulls the lead record from the lead distribution platform, runs a structured needs assessment (household size, dental and vision needs, budget, timing), and qualifies the prospect against plan eligibility rules.
Based on the needs assessment, the agent presents the appropriate plan options from the Smart Health Dental portfolio (Dental Discount, PPO, MAX, Elevate, Vision add-on), quotes pricing, explains plan differences in plain language, and handles common objections.
Agent handles the close: payment information capture, application submission into the policy administration system, plan effective date confirmation, and a clean handoff to the verification voice agent for compliant disclosures.
Every sales call is transcribed, vectorized, and indexed. The agent learns from real conversations — which objections come up, which plan combinations close, where customers hesitate — and the operations team gets searchable conversation analytics.
System Architecture
Inbound calls, lead records from distribution platform, plan portfolio data
- Anthropic's Claude powering real-time conversation, intent classification, plan recommendation, and structured outputs for downstream system handoffs
- Real-time lead lookup against the lead distribution platform on call connect
- Structured needs assessment with dynamic branching by household and product fit
- Plan eligibility evaluation against the Smart Health Dental product portfolio
- Conversational quoting with objection handling and plan comparison
- Application capture and submission into the policy administration system
- Compliant handoff to the verification agent for post-enrollment disclosures
Closed enrollments, structured call records, qualified hand-offs, conversation analytics
The sales agent and the verification agent are designed to work together — sales closes the deal, verification confirms it on the same recorded line, and the customer never has to repeat themselves.
Backend Architecture
Secure CRM Integration
The AI voice agent integrates with Smart Health Dental's CRM and enrollment systems via authenticated APIs. Enrollment data is securely retrieved at call start and scoped to only the fields required for verification and support workflows.
Call Context & Flow Logic
- Short-lived, in-memory call context per interaction
- Dynamic script population using live enrollment data
- Conditional logic by plan type, billing method, and state
- Multi-step verification continuity without persistent storage
Script Execution & Compliance Control
Verification and customer service flows are executed using deterministic, script-driven logic. Required disclosures are delivered verbatim, while branching paths adapt to the customer's plan configuration and responses.
CRM Updates & Audit Logging
- Verification and consent status written back to CRM
- Call disposition and escalation flags recorded
- Secure linkage to call recordings
- Compliance-ready audit trail per interaction
Security & Data Handling
- Encrypted API communication
- Scoped and rotated credentials
- Ephemeral handling of sensitive data
- Controlled escalation to human coordinators
Results & Impact
Every call answered, including evenings, weekends, and high-volume windows
Greeting through close in a single call, no human handoff required
Live integration with the lead platform and policy administration — not a chatbot pretending to sell