We didn't pilot Ruby. We rebuilt our own company on her.
The restoration billing company that built Ruby now runs on her. Fourteen agents work its claims. Everything below is our own operating record, not a projection.
8x
output per person
Measured against 2024, while claim volume rose 50%.
75%
agent share of the work
Share of all task closures done by an agent rather than a person, from zero in 2024.
16 days
faster to the first carrier dollar, yield held
Yield per claim held through a period of significant carrier hardening.
One layer decides. Many execute.
Nothing runs on a hunch. Every action traces to the same written procedure a person would follow.
Autopilot with a named exception path. Managers review exceptions, not files.
Every decision is graded. An agent scores the other agents; corrections are read on the next run.
One face per claim. A counterparty deals with the same name from first notice to paid.
Voice is just another channel. A call is answered with the claim file already open.
Service as software. The people carry the judgment the agents hand up.
Five desks counterparties meet. Eight they never hear about.
Each desk is an agent with one job, shown here by its role.
- Submissions
- Builds the packet and submits the invoice.
- Carrier desk
- Works the file, answers the comparative estimate.
- Collections
- Works the property-owner balance, in English or Spanish.
- Voice
- Answers and places calls with the file open.
- Correspondence
- Drafts outbound email and holds it for a person.
- Accounts receivable
- Finds the check, posts it to the right claim.
- Comp mining
- Reads every carrier estimate to the line.
- Documentation grading
- Scores the packet before the carrier sees a defect.
- Quality assurance
- Grades the other agents.
- File hygiene, routing, prediction, reporting
- Four more desks working the books.
Every agent runs on the same three things.
One claim record, one set of written procedures, and one graded feedback loop that reads its own corrections. That is the product we sell as Ruby. We ran it on our own company first.