Architecture
The system operates through three coordinated agents sharing centralized memory. A master orchestration agent maintains conversation state and task structure. Specialized phone and email agents handle channel-specific communication patterns while contributing to unified context. Each agent accesses configuration defining agency personnel, their specializations, business hours, and transfer protocols. The phone agent monitors staff availability in real time, determining when to transfer calls directly versus capturing complete information for callback. When requests arrive, the system identifies missing information required for execution. Rather than creating incomplete tasks, it conducts intelligent dialogue to gather policy numbers, coverage details, incident specifics, or contact preferences. The conversation concludes only when staff can execute without additional client contact.

Humans
For sensitive matters like claims, sales, and carrier contacts, the system prioritizes immediate human connection during business hours, but will still revert to capturing details after hours or if all lines are busy. Insurance-specific knowledge embedded in training ensures proper handling of coverage questions, policy changes, and regulatory requirements; and we take pride in customizing every implementation to ensure that behavior aligns with specific agency standards.

Integration, Data, and HIPAA/SOC 2 Compliance
Sentinel integrates with existing agency operations without infrastructure replacement. Phone calls route through the system before transferring to staff when appropriate, sometimes fully replacing your the VOIP provider. Email monitoring occurs on designated addresses without altering mail server configuration. The system creates tasks in formats matching the current workflow. All processing occurs through proprietary models that maintain HIPAA and SOC 2 compliance. Client data remains segregated and encrypted. The system does not train on agency communications or share information across deployments. Complete audit trails track all data access and system actions for regulatory documentation.