What Happens When Agents Type Less and Listen More

Scaling exceptional customer service requires more than just extra people. The tools and processes matter. As Scoop Insurance—the brokerage division of Rates.ca—grew, they knew that every customer conversation their brokers have is a chance to protect someone’s home, car, or family. But before partnering with Laivly, too much of their time was spent on something that didn’t directly serve the customer: taking notes.

The Challenge: Too Much Admin, Not Enough Connection

Scoop’s brokers are licensed professionals, trained to educate clients and guide them toward the best decisions for insurance coverage. Yet their days were increasingly filled with administrative work. Every call—whether a simple vehicle change or a complex home update—required brokers to juggle multiple systems, copy details into Excel-based templates, and type extensive notes after the call ended.

It wasn’t just tedious. It introduced risk. Inconsistent or incomplete notes meant missing details, compliance concerns, and lost time chasing information later. As Henry Lof, Scoop’s Director of Client Engagement and Retention, put it:

“At its simplest, we aim to make insurance easy for customers—and to do that, we have to make insurance easy for the brokers who serve them.”

Scoop’s leadership knew that efficiency couldn’t come at the expense of the customer relationship. The challenge was finding a way to streamline the backend of every call—without sacrificing the empathy and advisory expertise at the heart of the Scoop experience.

The Solution: Partnering with Laivly and Sidd

Enter Laivly’s Sidd, the friendly AI-powered agent assist. Sidd could address Scoop’s note-taking and workflow challenges by reducing administrative burden and improving accuracy across customer interactions.

From the start, the partnership between Scoop and Laivly was collaborative and iterative. Laivly’s Customer Success team worked hand-in-hand with Scoop’s service optimization leads, collecting real feedback from brokers, adapting features to meet needs, and iterating on ideas.

“Laivly has been one of our favorite vendors to work with. Quick to respond, collaborative, and always open to finding solutions,”

Hafdis Jónsdóttir, Product Manager at Scoop.

Together, the teams replaced rigid, template-based note systems with Sidd’s automated transcription and summary capabilities. The result? Brokers could focus entirely on the conversation, confident that Sidd was capturing everything in the background.

Over time, Scoop and Laivly collaborated to add key features that make brokers’ lives easier:

One-click upload button:

Instantly attaches the Sidd-generated notes to customer files

Portal link recognition:

Automatically surfaces insurer portal links mentioned in conversation

In-call summaries:

Lets brokers see a real-time recap mid-conversation

These enhancements weren’t just technical upgrades. They were part of a shared mission to give brokers back their most valuable resource: time with their customers.

The Transformation: From Templates to True Conversations

Before Sidd, brokers followed rigid Excel templates filled with step-by-step questions. The process was slow and stilted. After Sidd, that structure evolved into something far more natural.

“We’ve gone from Excel templates to genuine conversations,” said Jónsdóttir. “Now brokers can follow the flow of the customer, not the flow of the form.”

That change didn’t just improve productivity—it reshaped the broker experience. New hires onboarded faster, without needing to memorize complex templates. Experienced brokers found more confidence in focusing on education rather than documentation.

And the calls themselves changed. Without the constant distraction of note-taking, conversations became more human.

“We don’t want shorter calls; we want better calls,” explained Fleur Dsouza, who leads service optimization for Scoop. “The time saved goes right back into educating customers.”

The Results: Time Saved, Service Strengthened

The impact of Sidd has been clear.

1.5 Minutes Saved Per Call.

Note-taking time has dropped from nearly 2 minutes before Sidd to around 15 seconds after Sidd. That’s 1.5 minutes saved per call.

ACW Dramatically Reduced

After-call work used to take up to 20 minutes per call, but that has been significantly reduced. Sidd gives brokers more time for customers.

Best NPS Results to Date

Customer satisfaction has risen steadily since 2019, but with Sidd, 2025 has seen the highest NPS scores yet. That means happier customers.

Record-High Employee Engagement

Employee engagement improves yearly, but Sidd brought about a record high, indicating that brokers feel more satisfied and empowered.

This story isn’t about speed. It’s really about purpose.

As Dsouza noted, “We use the time we save to educate customers and help them make the best financial decisions. That’s how we differentiate ourselves.”

Accuracy has improved, too. With Sidd’s consistent case notes and reliable summaries, every customer interaction is documented and auditable, protecting both customers and the organization. Leadership now has confidence that every file tells the right story.

“We used to spend two minutes making notes. Now we press a button at the end of the call,” said Lof. “It’s a small change with a massive ripple effect.”

The Partnership: Evolving Together

Scoop and Laivly’s partnership didn’t end with implementation. Continuous feedback from the broker floor drives ongoing improvements, and new features continue to be shaped by real-world use.

Early adopters, brokers who followed Sidd’s evolution with Scoop from its early pilot phase, became internal champions, celebrating each new iteration as it became “smarter, faster, and more accurate.”

“I was a member of the pilot team for Sidd, and it has made my job a lot more streamlined. Many of the features allow me to dedicate more time and attention to my client. A handy tool and a great resource!” — Hasan J., Scoop Insurance Service Broker

For Laivly, that’s the heart of the partnership: blending human insight with AI capabilities to make work—and service—better for everyone.

Looking Ahead: A Scalable Model for Human + AI Collaboration

Scoop’s success with Sidd demonstrates how AI can enhance, rather than replace, human expertise. Brokers now spend more time building trust and educating customers—exactly where their skill and empathy add the most value.

Behind the scenes, Laivly continues to help evolve Sidd alongside Scoop’s service goals, exploring deeper integrations and new automation opportunities. The partnership remains dynamic, data-driven, and deeply human.

"We’re proving that technology doesn’t replace empathy. It enables it," said Taylor Whitehouse, Laivly’s VP of Customer Success & Solutions.