Pools are moving into a meaningful new phase of AI adoption. After establishing early efficiencies with everyday tools, they are now ready for a deeper opportunity: using AI agents as digital teammates that support broader workflows, strengthen decisions and expand the capacity of staff.
Many pools initially use AI for quick efficiencies such as capturing notes, drafting communications or organizing information. Those early gains build momentum, yet they represent only the beginning. Greater value emerges when AI strengthens broader operational processes, supports strategic priorities and enhances member-facing services. When AI is integrated into the way teams assess risks, streamline inquiries or evaluate data, it becomes a partner that expands capacity and advances a pool’s mission.
The next stage of AI adoption will include developing agents. AI agents are autonomous tools designed to carry out defined tasks or achieve specific goals independently, guided by the parameters established by the pool. agents can manage routine processes and workflows, connect systems and free staff to focus on what members truly value: specialized expertise, trusted guidance and relationships built on deep understanding of public entity challenges.
What does this look like in practice? A properly designed and implemented agent can conduct initial claims investigations, handle data collection and starting inquiries, allowing adjusters to focus on the judgment and discretion required as claims progress.
Agents can support coverage renewals by guiding members through required steps, collecting information, verifying details and routing completed materials with recommended actions for staff for review. Automating these recurring tasks reduces administrative lift and keeps renewal cycles moving efficiently.
Agents can also support risk management by identifying patterns in member questions, losses or training needs. Agents can point members to available risk resources and, when recurring issues are identified, they can alert staff about the need for additional attention. This helps pools offer timely guidance, address concerns earlier and reinforce safer practices across member organizations.
The question is no longer “How can AI fit in to help me do my same tasks with some additional input or assistance?” It’s “How can AI automate work I would otherwise have to do, so I can go do something else?” By introducing AI agents and treating them as teammates, pools can gain even more capacity to anticipate member needs, improve operations and deliver greater value.