An independent agency runs on how its people handle clients: the questions they ask, the follow-ups they never forget, the way they explain a policy. For years that way of working passed from person to person, one shadowing session at a time.
Great Park Insurance of Irvine, California, the May 2021 Rough Notes Agency of the Month, found a faster route. Agency Principal Daniel Seong shared the results in a July 2025 Rough Notes article.
What Great Park Insurance did
The agency uses The Intelligent Agent, an AI product trained on insurance content. The product layers an agency's own playbooks, processes, guidelines and workflows on top of an industry knowledge base. Great Park builds its training from custom workflows and scripts the AI generates.
Seong describes the onboarding change: "We now train 100% of our new hires using custom-built workflows and scripts generated by the AI. What used to take weeks to train manually is now down to a few days". The article also reports that the agency "was able to create over 300 pieces of marketing content in the span of one month."
What it already gives the business
Service changed as well. According to the article, "Service support ticket volume has also decreased by 40%", which Seong attributes to the AI handling basic policy questions, quote follow-ups and client reminders. All figures are reported by the agency, and the article gives no baseline numbers.
Seong describes where the time went: "Instead of juggling repetitive tasks, they're building relationships and writing more business."
The ExValu perspective, a hypothesis
Where a Company Brain could take it next
Scripts and workflows tell a new hire what to do. The agency's best producers also know which clients need a call before renewal, which carriers fit which risks and which objections signal a lost account.
A Company Brain could capture that judgment from the producers, link it to the playbooks and feed it into the same training, so new hires learn the craft along with the process. That is our hypothesis, and the article does not describe it.
What an owner and a buyer would look for
Track days to independent work for new hires, support tickets per client and the share of client questions handled without senior staff.
A buyer of an agency wants client service that runs without the principal. Approved scripts, a training record per hire and ticket history show that. Client policy data belongs only in tools with a clear legal basis and a data processing agreement.
The problem behind this case
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About this analysis
* The image is AI-generated and does not show Great Park Insurance staff. The facts and figures on this page come from the published source named below.
This is an independent ExValu analysis of a published case. Facts, figures and names are as reported in the source below, which our team checked on October 14, 2026. The ideas for next steps are our own perspective and make no claim about conditions inside Great Park Insurance. To request a correction or removal, write to [email protected].
Primary source: Trade magazine profile of a vendor, Rough Notes, July 2025. Available at roughnotes.com/the-intelligent-agent.