HawkSoft and Sonant Debut AI Voice to Reshape Agency Operations

CANBY, Ore. – January 07, 2026 – Independent insurance agencies, long caught between the pressure to provide 24/7 service and the reality of human business hours, are being offered a new solution. HawkSoft, a major provider of agency management systems (AMS), has announced a deep integration with Sonant, a voice AI platform built specifically for the insurance industry. The partnership introduces a conversational AI designed to act as an intelligent receptionist, handling calls, logging data, and creating tasks directly within an agency's core system.

This collaboration signals a significant move toward embedding practical artificial intelligence into the front-office workflow of thousands of agencies. For agency staff, it promises an end to the tyranny of the ringing phone and the drudgery of manual call logging. For clients, it offers the promise of an immediate response, any time of day.

The End of the Ringing Phone?

The daily reality for many independent agencies involves a constant struggle with call volume. Missed calls lead to lost opportunities and frustrated clients, while the time spent routing inquiries and taking simple notes pulls experienced staff away from complex, revenue-generating work. According to industry surveys, a significant portion of agents feel overwhelmed by call management, a problem compounded by staffing challenges in high-turnover roles.

The HawkSoft-Sonant integration directly targets this pain point. Sonant’s AI is designed to answer every call, 24/7. Using natural language processing trained on property and casualty insurance workflows, it can triage requests, provide basic information, and understand when to escalate. When a call requires a human touch, the AI can perform a warm transfer, providing the agent with context so the client doesn't have to repeat themselves. For calls that come in after hours, it logs the request and creates a task in HawkSoft, ensuring it’s waiting for the right team member the next morning.

“Sonant AI helps agencies automate call routing, policy servicing, and quote intake,” says Rushang Shah, CMO of HawkSoft. “When Sonant’s virtual receptionist answers calls, it can handle simple tasks while routing more difficult ones to a person, all while documenting the client and policy in HawkSoft.”

Early results from Sonant adopters appear to validate these efficiency claims. One agency, O'Connor Insurance and Associates, reported freeing up over 58 hours of staff time per month and achieving an 8X return on investment within 30 days, all while maintaining over 90% call handling accuracy. Agency leaders who have implemented similar technologies describe their offices as becoming “more peaceful,” allowing staff to focus on deep, quality work instead of constant interruptions.

Beyond Automation: Enhancing the Human Touch

While the promise of automation is compelling, the independent agent community remains cautiously optimistic about AI. Recent studies show that while over two-thirds of agency principals are interested in AI, only a small fraction have actually implemented a solution. The primary concerns often revolve around accuracy, data privacy, and the fear of losing the personal connection that defines the independent channel.

This partnership attempts to address that skepticism by framing AI as a tool for augmentation, not replacement. The goal is to automate the mundane so humans can handle the meaningful. By filtering out routine calls, the AI frees licensed agents to dedicate their expertise to complex consultations, risk management advice, and building client relationships—activities that build loyalty and trust.

“Great technology only matters if service is better because of it,” said Francisco Lopes, Co-founder and CEO of Sonant AI. “HawkSoft’s reputation for standing with agencies is the standard we aspire to. Sonant’s role is to extend that experience with always-on voice AI that routes work cleanly into HawkSoft and respects how agencies operate.”

This hybrid model aligns with shifting customer expectations. Research indicates that while clients value the personal relationship with their agent, they also demand modern conveniences like 24/7 accessibility. An AI receptionist can meet the need for immediate response, while features like VIP bypass—which can route calls from key clients directly to their designated agent—ensure that technology doesn't get in the way of established relationships.

A Crowded Field and a New Standard for Security

The HawkSoft-Sonant integration does not exist in a vacuum. It is part of a broader insurtech trend where AI is rapidly moving from a futuristic concept to a core system component. Major AMS competitors like EZLynx and Vertafore have been rolling out their own embedded AI features, from inbox summaries to predictive analytics. A host of standalone AI receptionist companies, including Smith.ai and Dialzara, are also vying for the attention of independent agencies.

In this increasingly crowded market, trust and security become paramount differentiators. With AI handling sensitive policyholder information, data protection is a non-negotiable requirement. Agent surveys confirm that data privacy is a top concern and a major barrier to AI adoption.

Both companies are addressing this head-on by emphasizing their security credentials. Sonant is built on a SOC 2 Type II compliant foundation, an important industry benchmark for data governance. HawkSoft itself has long been SOC 2 compliant and undergoes regular third-party penetration testing to validate its security posture. By ensuring that client data is encrypted both in transit and at rest, the partners aim to build the confidence necessary for agencies to entrust their front-line communications to an AI.

Measuring the Return on AI Investment

For any agency owner, the decision to adopt new technology ultimately comes down to the bottom line. The press release promises a rapid time-to-value, and case studies provide compelling evidence. Beyond the 8X ROI reported by one agency, another user, BIG Pickering, cited a 600% return on investment after the AI solved a persistent call crisis. The value proposition is twofold: cost savings and revenue growth.

General industry data on conversational AI supports these figures. Analysts estimate that AI can lower the cost per customer interaction from an average of $15–$20 with a human to just $1–$2. This efficiency can reduce customer service staffing needs by 30-50% and resolve up to 80% of routine inquiries without human intervention.

By automating lead intake and ensuring no call goes unanswered, the system also functions as a growth engine. It captures potential new business around the clock and delivers pre-qualified leads directly into the agency's workflow. This allows agencies to not only serve their existing clients better but also to scale their operations more effectively, increasing profitability and making the business more attractive in the long run.