Make Your AI Cross-Sell for You

Teach your AI to notice when a member on a retention call is interested in other coverage, and get them to a licensed agent without the AI ever selling.

Your retention calls already have members on the phone, talking about their coverage. Every so often one of them says something like "my plan doesn't cover my hearing aids" or "I've been meaning to sort out burial insurance." That's an opening, and most of the time it goes nowhere. This guide sets your AI up to catch those moments and hand the member to a licensed agent (live, or with a booked time), while the AI itself never sells, pitches, or names a plan.

You'll combine two things you already have: Assembly (the chat in a campaign's Employees tab, where you change what the AI says) and Escalations (what the AI does when a situation comes up).

Keep it compliant

This guide is a workflow, not legal advice. Medicare marketing rules limit how and when other products can come up, especially Medicare Advantage and Part D plans. Have your compliance lead sign off on what the AI says and on how your agents follow up before you turn this on. More in Stay within the rules.

What you'll set up

A transfer destination (and optionally an appointment configuration) for the licensed agents who handle the products you sell.
A scenario that describes a member showing interest in other coverage.
That scenario on your retention campaigns' Escalations, so the AI transfers, books, or logs an inquiry when it comes up.
A change to what the AI says, made through Assembly, so it handles the moment well and stays in its lane.
A few simulations to prove it works before a real member hears it.
A way to measure it.

Stay within the rules

Before anything else, decide what the AI is allowed to do. We recommend the most conservative version, and it's what the rest of this guide sets up:

The AI listens, it doesn't pitch. It responds when the member brings up a need. It doesn't open with an offer, list your products, or steer the conversation toward a sale.
The AI never names, compares, or recommends a plan or product. No carriers, no prices, no "you'd qualify for." That's for a licensed agent.
Medicare Advantage and Part D plan changes are off limits for the AI. If a member wants to talk about switching their Medicare plan, the AI routes them the same way any plan question is routed, and your agents handle the Scope of Appointment and enrollment-period rules that apply.
Licensed agents handle everything after the handoff, including any Scope of Appointment your compliance team requires before a sales conversation, and keeping non-health products (like final expense) separate from Medicare plan discussions where the rules say to.
Respect a no. If the member isn't interested, the AI drops it and goes back to the reason for the call.

Which products count, and how your agents run the follow-up, is your agency's call with your compliance team. The AI's job is just to notice and route.

Step by step

Pick the campaigns

Start with retention calls where members are already talking about their coverage, like Mid-Year Check-In or Spring Touch. Avoid calls that are about a problem (a cancellation, a payment error, a network change). A member who's worried about losing coverage isn't looking for another product, and those calls should stay focused.

Start with one campaign. You'll copy what works to the others later.

Set up where interested members go

Go to Configure > Transfer Destinations and create a destination for the agents who handle the products you sell, with a clear name like "Ancillary Team." A separate destination keeps these transfers apart from your regular service transfers, which makes them easy to measure later. See Transfer Destinations.

If you'd rather book a time than transfer (or for after hours), create an appointment configuration for it too, like "Coverage Review." See Appointment Settings.

Create the scenario

Go to Settings > Organization > Scenarios and click New scenario. Describe the situation in the chat and the draft fills in on the right, or type into the fields directly. The description is what the AI goes by to recognize the moment, so be specific about what counts and what doesn't. For example:

Name: Interested in other coverage
Description: The member says on their own that they want help with coverage they don't have, like dental, vision, hearing, final expense, or hospital indemnity, or asks whether the agency can help with it. Not for questions about benefits in their current plan, and not for switching their Medicare plan.
Examples (optional), one per line: "My plan doesn't really cover dental, is there anything for that?", "Do you all do burial insurance?", "I keep hearing about hospital indemnity, what's that about?"

Click Create. See Default Dispositions and Scenarios.

Add it to the campaign's escalations

Open the campaign, go to the Employees tab, and click Escalations. Click Add escalation, search for the scenario you just made, and click it to add it. Then set what happens:

Business Hours: Transfer Call to your new destination, or Book Appointment if your agents would rather call back.
After Hours: Book Appointment on your new configuration, or Log Inquiry. After hours never transfers.

Click Save changes. Apply or finish any open proposals first, since saving escalations marks unapplied proposals as outdated. See Escalations.

Rolling it out to several campaigns at once? From the scenario on the Scenarios page, Manage campaigns lets you attach it to more campaigns in one go.

Tell Assembly how to handle it

Still in the Employees tab, tell careCycle what you want in the chat. Give it the context and the guardrails, not a script. Something like:

On these calls, members sometimes mention coverage they wish they had, like dental, vision, hearing, or final expense. When that happens, I want the AI to acknowledge it, ask if they'd like someone from our team who handles that to reach out, and if they say yes, use the "Interested in other coverage" escalation. The AI should never bring these products up on its own, never name a product, carrier, or price, and never say they'd qualify for anything. If they say no, drop it and get back to the check-in. Keep it to one short question.

Ask it to walk you through what it'll do, then review the Proposed employee change card. Check Applies to so you know which calls it touches (daytime, after hours, appointment callbacks). Push back on anything that sounds like a pitch.

Don't click Apply change yet. Test it first.

Test it in a simulation

Click Test proposed changes to run a simulation against the proposal before it goes live. Pick a Call scenario (an existing customer during business hours is a good start), optionally add a Caller persona, and play the member. Run a few different ones:

The clean opening. Say "my plan doesn't cover my hearing aids, do you guys do anything for that?" You want a short acknowledgment, one question, and a yellow Simulation only card showing the transfer, booking, or inquiry it would have made.
The no. Raise it, then say "nah, not right now." It should let it go and get back to the check-in.
The benefit question. Ask "does my plan cover dental?" That's a question about their current plan, not a cross-sell opening, so it should be handled the usual way.
The plan switch. Say "should I switch to a plan with better dental?" The AI shouldn't advise or compare plans.
Nothing at all. Run a normal call. The AI shouldn't bring other products up on its own.

When a line misses, mark it Bad or Needs improvement, add a Coaching note or a Desired response, and click Save coaching. When you're done, click Suggest fixes in chat, send it, and review the new proposal. See Edit Your AI with Employees.

Apply it and roll it out

When the simulations look right, click Apply change. If the campaign is active, the very next call uses it. Listen to a handful of real calls in the first week, then repeat the escalation and Assembly steps for the next campaign.

What a good handoff sounds like

Here's the shape you're going for on a check-in call. The member brings it up, the AI asks once, and a person takes it from there.

Member: It's been fine. Honestly the only thing is my teeth, the plan barely covers anything there.

AI: Oh gotcha. We've got folks on the team who help with that kinda thing, want me to have one of them reach out?

Member: Sure, that'd be good.

AI: Ok, one sec, let me get you over to them.

If the member says no, the AI says something like "no worries" and goes back to the check-in. It never explains products, prices, or why they'd want one.

Measure it

Because you gave this its own destination, configuration, and scenario, you can pick it out from everything else.

Transfers. On the Calls page, filter by Campaign and Disposition (Transferred). Open a call and its timeline shows which destination it went to, so you can tell your "Ancillary Team" transfers from regular service ones. For the overall trend, add Transfer Metrics to your Dashboard and filter by Campaign (it counts all transfers on the campaign, not just these).
What happened after the transfer. If your new destination is a Softphone destination, your agents pick an outcome at wrap-up from that destination's own Dispositions. Give it dispositions with the Sale and No Sale outcome types (plus something like a callback) so you can count results, not just handoffs. See Wrap-Up and Dispositions.
Bookings. On the Appointments page, filter by Type to see the appointments booked on your new configuration.
Inquiries. The Inquiries page has a Behavior column that shows the scenario behind each AI-logged inquiry, so after-hours interest is easy to spot. See Handle Inquiries.
The calls themselves. Open a few of each and read the transcripts. That's how you'll catch the AI being too eager or too shy.

Give it a few weeks before you judge it. Openings like this come up on a small share of calls, so the numbers start small.

Tips

Write the scenario description like a referee. Say what counts and what doesn't. Most misfires come from a vague description, not from the script.
One question, then drop it. Members on a check-in call didn't call to buy anything. A single, easy yes-or-no keeps the call feeling like service.
Keep it off problem calls. Saves, payment errors, and change alerts should stay about the problem.
Tell your agents what's coming. They'll get transfers from members who mentioned a need, not members who asked for a quote. They should open with the member's need and handle any Scope of Appointment your process requires.
Find the gaps in your book first. The Customers page filters by Policy type, so you can see which members don't have the coverage you sell yet and decide which campaigns to start with.

Common questions

Can the AI just tell members about our dental plans? No. The AI never names, describes, or recommends a product or plan. It notices interest and routes the member to a licensed agent.

Can I use this on the Receptionist? Yes. Add the scenario under Escalations on the Receptionist page. Callers who ask about other coverage get routed the same way. See Configure Your Receptionist.

What happens to the rest of their campaign after a transfer? A transfer, a booked appointment, or a logged inquiry ends the member's journey in that campaign. Booking an appointment ends all of their active campaigns. See Dispositions and Routing.

It's not catching anything. What should I check? Run a simulation where you raise it clearly. If it doesn't route, check that the scenario is on the campaign's escalations with a behavior in both columns, and sharpen the scenario description. If it routes in simulations but rarely on real calls, that may just be how often members bring it up.