Hippo introduces Hannah

Hippo announced it is scaling Hannah, its AI-powered service representative.

So far in 2026, Hannah handled more than 28,000 service calls, replacing interactive voice response menus with a natural, conversational AI concierge that greets every Hippo customer, authenticates them, answers questions, and transfers them to a licensed agent whenever necessary. Hannah now triages 100% of inbound customer service calls, according to the company.

Most recently, Hannah began handling policy verification requests from mortgage lenders, which account for approximately 15% of Hippo’s inbound calls. Later this year, Hannah’s capabilities will expand to include policy status inquiries, coverage and deductible questions, payments, and document requests. By early 2027, Hippo expects Hannah to fully resolve more than 50% of all customer interactions.

“Hannah isn’t a chatbot, she’s a digital member of our service team. Built with Hippo’s modern APIs, real-time data, and the latest AI models, Hannah can serve a growing range of customer needs. Alongside Clara in claims, Hannah reflects our broader strategy to apply AI agents across the insurance lifecycle to efficiently deliver seamless customer experiences.” – Kyle Ramsay, Hippo’s Chief Product and Artificial Intelligence Officer.

“Our goal is to transform the customer experience by eliminating long hold times and the frustration of rigid IVR menus, replacing them with immediate, intelligent support. Hannah is already resolving 5% of calls, saving agents more than 600 interactions per month and reducing average call handle time by a minute by handling routine needs instantly and connecting customers to the right licensed human agent faster than ever before — ensuring customers still receive the empathy and expertise that only a human can provide when it matters most.” – Hippo’s Chief Operations Officer, Laura Boettcher.