Insurance agencies · AI voice and chat
A bilingual AI receptionist for insurance agencies, built in GoHighLevel
For a bilingual Medicare and retirement agency we built an AI voice agent and an AI chat assistant that answer in English or Spanish, and both are in use. What they say comes from a knowledge base the agency approved, and sensitive cases go to a person.
The job
What a bilingual receptionist has to get right
An agency with Spanish-speaking clients should not make those callers wait for the one bilingual person on staff. The job has three parts: answer in the language the person is using, give the same accurate answer in either language, and hand anything sensitive to someone on the team who can deal with it.
In GoHighLevel (GHL) the build does this with language detection. The voice agent on the phone and the chat assistant in writing both notice whether the person is using English or Spanish and carry on in it. Neither one makes answers up: they draw on a knowledge base scoped to the agency's Medicare questions. In our builds every one of those entries is written out for the business to approve before it goes in.
We did not invent a new script for it. The agency already had a bilingual phone-tree script, and the AI reuses it, so callers hear wording the office already used, in both languages.
The build also keeps a running memory on each contact. A set of contact fields is updated after each conversation, so whoever picks up the next one can see what was already said.
Medicare adds a rule that reaches the AI. An agency that sells for more than one Medicare Advantage organization has a standard disclaimer from CMS. It has to be conveyed in email and online chat, and said on sales calls before any benefits are discussed (42 CFR 422.2267). Your agency supplies the wording, your compliance contact decides where it applies, and the plan shows each place it appears in the voice and chat scripts. This page is not legal advice.
What we set up
What goes into the receptionist
- An AI voice agent for phone calls and an AI chat assistant for written enquiries
- Language detection, so each person is answered in English or in Spanish
- A knowledge base built from your agency's own questions and answers, every entry approved in the plan
- A handoff to a person on your team for the cases you mark as sensitive
- Your existing phone-tree script carried into the AI, rather than a new one written from scratch
- Contact memory fields updated after each conversation, so nobody starts cold
How a setup runs
From your phone script to a receptionist that answers
A 1:1 with Rob
Half an hour on who calls you, in which language, and what your staff answer again and again. Bring your current phone script.
Every word written out
The AI's greeting in both languages, each knowledge-base answer and the handoff rules go into the plan in full. Your agency approves them before we build.
Built and tried in both languages
We build the voice agent and the chat assistant, then try them in English and in Spanish against the answers you approved.
Handover with proof
Before it takes real calls you get a QA report with evidence for each part of the build, screenshots included.
New answers get a verdict
When you want the AI to say something new, the request gets a verdict before any work: inside the agreed scope, or new scope.
What you bring
What the receptionist needs from you
Your phone-tree script
The one your office uses now, in English and Spanish. It is where the AI's wording starts.
Your common questions
What staff answer every week, with the answers your agency stands behind. They become the knowledge base.
Ring order and voicemail rules
Who rings first for English callers and for Spanish callers, and where voicemail goes. Settle these before the voice agent takes calls.
What counts as sensitive
The topics the AI should hand over, and who on your team takes them when it does.
Your disclaimer wording
Sent by your agency before go-live, with your compliance contact's word on where it is needed.
Where it stops
The AI answers only from the knowledge base you approved, and it passes sensitive cases to a person on your team. It does not write your disclaimer, and we do not set it up to text a purchased list.
Services used
Set up with the receptionist
A2P 10DLC registration
Brand and campaign registration filed from your IRS EIN letter, and rejected campaigns fixed at the field the rejection code names.
See A2P 10DLC registrationHighLevel Voice AI agents
Inbound and outbound voice agents on HighLevel's own builder, with transfers, booking and the consent rules outbound calling needs.
See Voice AI agentsConversation AI and DM bots
Chat bots for texts, web chat and social DMs that answer from your knowledge base, book the appointment and then go quiet.
See Conversation AI setupQuestions
Questions about a bilingual AI receptionist
How does the AI know when to answer in Spanish?
Will the AI give Medicare plan advice?
Do we have to write a new script for the AI?
What happens when a caller needs a real person?
Does the AI have to give the Medicare disclaimer?
Can the receptionist cover our life or P&C lines too?
Who you talk to
Rob Eason
Rob runs HLAI Experts and takes the 1:1 calls himself.
He is a HighLevel Certified Admin with the second-most reviews in HighLevel's Certified Admin Directory worldwide, all of them 5 out of 5.
He won HighLevel's Top New Subaccounts via AI Employee award in its 2025 Summer of AI Awards and taught HighLevel's official masterclass on its AI Employee.
Before HighLevel, he co-owned a 60-employee financial services firm and sold his share.
On the call he looks at your account, not a script.
5/5 across 83 reviews in HighLevel's Certified Admin DirectoryHear what your receptionist would say
Bring your phone script and the questions your staff answer most. Rob will walk through what the AI would say in both languages and what it would hand to your team.