AI and Automation in Action

AI and automation are no longer just buzzwords—they’re reshaping how independent agencies operate. At Big I New York’s Go Big conference, industry leaders explored how smart tech is helping agencies streamline operations, save time, and build more resilient businesses.

But one message rang loud and clear: AI alone won’t fix your problems. It only works if your agency has the right foundation.

Here are five key takeaways and actionable steps your agency can take today.

Start With Strong Processes

Before adopting any AI tool or automation workflow, your processes need to be well-defined. Agencies that see the most success start by documenting how things get done—from quoting and onboarding to renewals and claims follow-up.

Without this groundwork, automation can actually create more chaos. A messy process, when automated, just becomes a faster mess.

Takeaway: Start small. Pick one core process, document it clearly, and make sure your team is aligned. Then layer in automation.

Empower Your Team Early

The best tech in the world will fail without buy-in. Success depends on engaging your team early, explaining the “why,” and giving them ownership over the implementation.

Some agencies are using voice-to-text AI tools to quickly capture and translate tribal knowledge into SOPs. Others delegate specific workflows to team members to improve engagement and accuracy.

Takeaway: Make tech adoption a shared project, not a top-down mandate. Start by asking your team where they feel the most friction.

Use AI Where It Actually Saves Time

AI doesn’t have to be complicated. Many agencies are already seeing real impact from tools that:

• Summarize emails and client conversations
• Auto-fill documentation from carrier portals
• Provide instant access to internal SOPs and workflows
• Track client engagement and surface cross-sell opportunities
• Power chat-based internal knowledge bases

Takeaway: Identify one repetitive task that eats up your team’s time. Then look for a tool that solves that specific pain point.

Good Data = Good Results

Whether you’re cross-selling, reporting, or automating workflows, clean data is non-negotiable. AI and automation only work when data is complete, accurate, and consistently entered.

Agencies that prioritize data integrity—especially during onboarding and renewals—see better results from every tech investment they make.

Takeaway: Create simple audit processes and data entry standards. If it’s not in your system, it didn’t happen.

Put Guardrails on AI Use Now

Many staff members are already using generative AI tools like ChatGPT, often without guidance. That’s a liability risk. Establishing an AI Acceptable Use Policy isn’t just good practice—it’s essential for protecting sensitive data and maintaining consistency.

Takeaway: If you don’t have a documented AI policy, make it a priority. It should include what tools are allowed, how client data should be handled, and what tasks are appropriate for AI use.

You Don’t Need to Do Everything—Just Do Something

AI and automation aren’t silver bullets. They’re multipliers. When paired with strong processes and clean data, they help agencies scale what’s already working.

Start small. Get one process right. Test one tool. And keep going from there.

Need help figuring out where to start?

Take the free Catalyit Tech Assessment to get a personalized roadmap for your agency.