Key Concepts

Core terminology and concepts for working with Liberate

Understand the foundational concepts before diving into Liberate’s features.

AI Agents

Voice AI

AI agents that answer phone calls with human-like conversation. Handles inbound calls 24/7 with zero wait time—customers often can’t tell they’re speaking with AI.

Email AI

AI agents that read, understand, and respond to customer emails. Automatically routes, replies, or escalates based on content and intent.

SMS AI

AI agents that handle text message conversations. Supports two-way messaging for claims updates, policy questions, and service requests.

Digital Intake

Web-based forms and chat interfaces powered by AI. Guides customers through FNOL submissions, quote requests, and policy changes.

Customer Interactions

Warm Transfer

When the AI agent hands off a call to a human agent, it’s called a warm transfer. Unlike cold transfers, the human agent receives:

Full conversation context
Customer information pulled from your systems
AI-generated summary of the request

This means customers never have to repeat themselves.

Resolution vs. Escalation

Term	Definition
Resolution	AI agent fully handles the request without human intervention
Escalation	AI agent transfers to a human agent for complex or sensitive requests

Liberate tracks your resolution rate—the percentage of interactions handled entirely by AI. Most customers achieve 70-80% resolution rates.

Call Flow

A call flow defines how the AI agent navigates a conversation:

Greeting → Identify Intent → Collect Information → Take Action → Confirm & Close

Call flows can branch based on customer responses, policy types, or business rules.

Insurance Operations

FNOL (First Notice of Loss)

The first report of an insurance claim. Liberate’s AI agents can:

Answer FNOL calls 24/7
Collect all required claim information
Create the claim in your claims system
Provide the customer with a claim number

Straight-Through Processing

When a claim or transaction is processed entirely without human intervention—from intake to completion. Liberate enables straight-through processing for routine claims by:

Collecting data via Voice/Digital AI
Validating against policy information
Creating records in your core system
Triggering downstream workflows

Policy Servicing

Handling customer requests related to existing policies:

Coverage questions
Address/contact updates
Payment inquiries
Document requests
Certificate of insurance

Platform Architecture

Environments

Liberate provides three environments for building and deploying:

Environment	Purpose
Preview	Development and testing while you build
QA	Stakeholder validation before go-live
Production	Live traffic with real customers

Always test in Preview first, validate in QA, then deploy to Production.

Projects

Projects are containers that group related configurations together. Use projects to organize:

Workflows for a specific line of business
Configurations for different departments
Separate client setups (for agencies/TPAs)

Tenants

A tenant is your organization’s isolated instance of Liberate. Your tenant ID appears in your platform URL (e.g., yourcompany-ui.liberateinc.com) and is automatically included in all workflow executions.

Workflow Concepts

Workflows

A workflow is an automated sequence of steps that processes data and connects systems. Workflows are triggered by events (incoming calls, form submissions, API requests) and execute without manual intervention.

Trigger → Process Data → Connect Systems → Complete

Nodes

Nodes are the building blocks of workflows. Each node performs a specific action:

Node Type	Purpose
Start Event	Entry point—receives incoming data
Mapping	Transforms data (combine fields, format values, restructure)
Task	Calls external systems (your AMS, claims platform, CRM)
Decision	Branches based on conditions
End Event	Marks workflow completion

Context

Context is the data object that flows through your workflow. Think of it as the workflow’s memory:

{
  "tenantId": "acme-insurance",
  "environment": "production",
  "policyNumber": "HO-12345678",
  "claimant": {
    "firstName": "John",
    "lastName": "Smith"
  },
  "claimId": "CLM-98765"  // Added by Task node
}

Every node can read from context
Nodes add or modify data in context
Context travels from node to node until workflow completes

Connections

Connections are pre-configured integrations with external systems. Set up once, use across multiple workflows:

Agency Management Systems (Vertafore, Applied, EZLynx)
Core Systems (Guidewire, Duck Creek, Insuresoft)
CRMs (Salesforce)
Custom REST APIs

Data & Security

PII Masking

Personally Identifiable Information (PII) is automatically masked in logs and displays. You’ll see *** instead of sensitive data like names, policy numbers, and addresses. The actual data is processed securely—masking is for display only.

Audit Trail

Every workflow execution, API call, and data access is logged. The audit trail provides:

Who triggered the action
What data was accessed or modified
When the action occurred
Execution status and errors

Correlation ID

A correlation ID links related workflow executions together. When one workflow triggers another, they share the same correlation ID—useful for tracing complex processes across multiple workflows.

Metrics & Analytics

Key Performance Indicators

Metric	Definition
Resolution Rate	% of interactions handled without human intervention
Average Handle Time	Time from call start to resolution
Escalation Rate	% of interactions transferred to human agents
First Call Resolution	% of issues resolved on the first contact
Customer Satisfaction	Post-interaction survey scores

ROI Tracking

Liberate calculates return on investment by measuring:

Calls handled by AI vs. human agents
Cost per interaction
Time saved on routine tasks
After-hours coverage value

Next Steps

Platform Overview

See how all the pieces fit together

Voice AI Setup

Configure your first AI agent

Workflow Quickstart

Build your first automated workflow

Integrations

Connect your existing systems

​Key Concepts

​Core terminology and concepts for working with Liberate

​AI Agents

Voice AI

Email AI

SMS AI

Digital Intake

​Customer Interactions

​Warm Transfer

​Resolution vs. Escalation

​Call Flow

​Insurance Operations

​FNOL (First Notice of Loss)

​Straight-Through Processing

​Policy Servicing

​Platform Architecture

​Environments

​Projects

​Tenants

​Workflow Concepts

​Workflows

​Nodes

​Context

​Connections

​Data & Security

​PII Masking

​Audit Trail

​Correlation ID

​Metrics & Analytics

​Key Performance Indicators

​ROI Tracking

​Next Steps

Platform Overview

Voice AI Setup

Workflow Quickstart

Integrations

Key Concepts

Core terminology and concepts for working with Liberate

AI Agents

Customer Interactions

Warm Transfer

Resolution vs. Escalation

Call Flow

Insurance Operations

FNOL (First Notice of Loss)

Straight-Through Processing

Policy Servicing

Platform Architecture

Environments

Projects

Tenants

Workflow Concepts

Workflows

Nodes

Context

Connections

Data & Security

PII Masking

Audit Trail

Correlation ID

Metrics & Analytics

Key Performance Indicators

ROI Tracking

Next Steps