Workflow Platform Overview

The Workflow Platform is the automation engine behind Liberate. It takes data from Voice AI conversations, parses and transforms it, and pushes it to your claims systems, AMS, CRM, or any API - without manual intervention.

What the Workflow Platform Does

When a customer calls to file a claim, report a policy change, or ask about billing, Voice AI captures the conversation as a transcript. The Workflow Platform then:

Parses the conversation

Uses AI to extract structured data (names, policy numbers, claim details) from unstructured conversation text

Transforms the data

Formats extracted data to match your system’s requirements using JSONata or custom code

Connects to your systems

Sends data to Snapsheet, Guidewire, Duck Creek, Vertafore, Salesforce, or any REST API

Returns confirmation

Passes the response (like a claim number) back to Voice AI so the agent can confirm with the caller

The result: a customer calls, files a claim, and receives a claim number—all handled by AI, with the data automatically in your systems.

Key Capabilities

AI-Powered Parsing

Extract structured data from conversation transcripts using LLMs. No regex or brittle parsing rules—AI understands context and handles variations.

Visual Workflow Builder

Build automations by connecting nodes on a canvas. No code required for most workflows—just configure and deploy.

Pre-Built Integrations

Connect to insurance platforms out of the box: Guidewire, Duck Creek, Snapsheet, Vertafore, Applied, EZLynx, Salesforce, and more.

Custom Code When Needed

Write JavaScript or Python for complex logic. Full flexibility when visual tools aren’t enough.

Decision Tables

Map inputs to outputs visually—route claims by type, assign adjusters by region, determine priority by amount.

Error Handling

Branch on success or failure. Retry failed API calls. Return meaningful messages to callers when something goes wrong.

Common Use Cases

Use Case	What the Workflow Does
FNOL Intake	Parse claim details from call → Create claim in Snapsheet/Guidewire → Return claim number to caller
Policy Servicing	Look up policy in AMS → Retrieve coverage details → Provide information to caller
Payment Processing	Capture payment info → Process via billing system → Confirm payment to caller
Quote Requests	Collect quote details → Submit to rating engine → Return quote to caller
Address Changes	Capture new address → Update policy in AMS → Confirm change to caller
Document Requests	Identify document needed → Trigger email with attachment → Confirm to caller

How It Connects to Voice AI

┌─────────────────────────────────────────────────────────────────┐
│                         VOICE AI CALL                           │
│  Customer: "I need to file a claim. My basement flooded."       │
│  AI Agent: "I can help with that. What's your policy number?"   │
│            ... conversation continues ...                        │
└─────────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────────┐
│                      WORKFLOW PLATFORM                          │
│                                                                 │
│   ┌──────────┐    ┌──────────┐    ┌──────────┐    ┌─────────┐  │
│   │  Parse   │ →  │Transform │ →  │  Send to │ →  │ Return  │  │
│   │Transcript│    │  Data    │    │ Snapsheet│    │ Claim # │  │
│   └──────────┘    └──────────┘    └──────────┘    └─────────┘  │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────────┐
│                         VOICE AI CALL                           │
│  AI Agent: "Your claim has been submitted. Your claim number    │
│            is CLM-98765. Is there anything else I can help      │
│            you with?"                                           │
└─────────────────────────────────────────────────────────────────┘

Platform Structure

Workflows are organized within a hierarchy:

Level	Description	Example
Organization	Your company’s Liberate instance	Acme Insurance
Project	Groups related workflows	Claims Automation
Workflow	A single automated process	FNOL to Snapsheet
Nodes	Building blocks within a workflow	AI Prompt, Mapping, Task

Voice AI Agents connect to workflows via Tools. When you configure an agent, you assign tools that point to specific workflows—identified by their unique slug in the URL.

Environments

Build and test safely with three isolated environments:

Environment	Purpose	Use When
Preview	Development and testing	Building and debugging workflows
QA	Stakeholder validation	Ready for business review
Production	Live customer traffic	Validated and approved for go-live

Connections can have different credentials per environment—test against staging APIs in QA, production APIs in Production.

Node Types at a Glance

Node	Purpose
Start Event	Entry point—receives data from Voice AI or API trigger
AI Prompt	Parse transcripts or generate content using LLMs
Mapping	Transform data with JSONata expressions
Task	Call external APIs (your AMS, claims system, CRM)
Code	Run custom JavaScript or Python
Decision Table	Route based on input→output mappings
Entity Table	Look up values from static CSV data
End Event	Complete workflow and return response

Next Steps

Quickstart

Build your first workflow in 15 minutes

Voice AI Workflows

Learn how transcripts become structured data

Node Reference

Detailed documentation for each node type

FNOL Example

Complete claims intake workflow walkthrough

Getting Started

Voice AI

Email & SMS AI

Use Cases

Integrations

Workflow Builder

Dashboard & Analytics

Support

Overview

Workflow Platform Overview

What the Workflow Platform Does

Key Capabilities

AI-Powered Parsing

Visual Workflow Builder

Pre-Built Integrations

Custom Code When Needed

Decision Tables

Error Handling

Common Use Cases

How It Connects to Voice AI

Platform Structure

Environments

Node Types at a Glance

Next Steps

Quickstart

Voice AI Workflows

Node Reference

FNOL Example

​Workflow Platform Overview

​What the Workflow Platform Does

​Key Capabilities

AI-Powered Parsing

Visual Workflow Builder

Pre-Built Integrations

Custom Code When Needed

Decision Tables

Error Handling

​Common Use Cases

​How It Connects to Voice AI

​Platform Structure

​Environments

​Node Types at a Glance

​Next Steps

Quickstart

Voice AI Workflows

Node Reference

FNOL Example

Workflow Platform Overview

What the Workflow Platform Does

Key Capabilities

Common Use Cases

How It Connects to Voice AI

Platform Structure

Environments

Node Types at a Glance

Next Steps