# Give every financial enquiry a considered next step.

Capture the purpose of a call and route account-specific or advice-related questions to an authorised member of your team.

## Calls this team may receive
- General product and service enquiries using approved information.
- Callback requests about an existing policy or account.
- Claims and payment questions routed to an appropriate team.
- Appointment requests and office-hours information.
- Requests that need an authorised adviser or account manager.

## Example conversations
### Policy callback request
- 0:00 **J-Voice AI:** Northstar Insurance. How can I direct your call?
- 0:04 **Caller:** I have a question about my existing policy.
- 0:10 **J-Voice AI:** I can capture a callback request for the policy team. They will follow your usual checks.
- 0:17 **Caller:** Please ask them to call me tomorrow morning.
### General service enquiry
- 0:00 **J-Voice AI:** Northstar Insurance. What would you like to know?
- 0:04 **Caller:** I’d like some information about your home insurance.
- 0:10 **J-Voice AI:** I can share the approved product information or arrange a call with an adviser.
- 0:16 **Caller:** Please arrange a call with an adviser.
## Frequently asked questions
### Can the assistant give financial or insurance advice?
No. Advice and account-specific matters should be passed to an appropriately authorised person using your organisation’s process.

### Can it handle an existing policy question?
It can capture a callback request and route it under your rules. Identity checks and sensitive account details remain subject to your chosen process.

### Can the call flow reflect our compliance requirements?
Call scripts and handover rules can be agreed with your team, then reviewed against the requirements that apply to your organisation.