‍How Upware is helping brokers and carriers move beyond AI experimentation by making enterprise automation reliable, governed, and ready for production.

‍

When Tomer Suarez founded Upware, he wasn't setting out to build another AI model or agent framework. He was focused on a problem he had encountered throughout his career: connecting complex business processes across fragmented enterprise systems.

‍

Before launching Upware, Suarez built an enterprise automation company that worked with organizations including JPMorgan Chase, AT&T, and Walmart. Along the way, he saw firsthand how difficult it can be for organizations to modernize operations when critical workflows are spread across legacy technology, disconnected systems, and years of accumulated processes. Insurance stood out as one of the industries facing this challenge most acutely.

‍

“I've always been drawn to solving hard infrastructure problems,” Suarez says. “Carriers and brokers run on decades of accumulated systems and processes, yet they're under enormous pressure to use AI to improve customer experience and operational efficiency.”

‍

That observation ultimately became the foundation for Upware, a platform designed to make enterprise AI agents reliable enough to execute real business processes.

‍

At its core, Upware serves as a shared harness and runtime for enterprise AI agents. Rather than replacing existing AI models or agent frameworks, it acts as the execution layer beneath them, helping organizations deploy AI systems that are more predictable, governed, compliant, and cost-effective.

‍

For brokers and carriers looking to operationalize AI, that distinction matters. Many organizations have seen promising results from AI copilots and conversational assistants, but moving from answering questions to completing actual work presents a much bigger challenge. Upware helps bridge that gap by enabling AI agents to connect with enterprise systems, follow business rules, and carry out end-to-end workflows without requiring organizations to rebuild their technology stack.

‍

From AI Conversations to AI Execution

The inspiration for Upware began with a surprisingly simple question.

‍

“My father-in-law asked me to help identify processes in his HVAC supply business that could be automated using Microsoft Copilot,” Suarez says.

‍

As he explored what was possible, Suarez quickly realized that AI assistants were impressive at generating content, summarizing information, and answering questions. What they weren't yet good at was reliably executing business processes.

‍

“They lacked the predictability, controls, and integrations needed to safely automate critical workflows,” he says.

‍

Recognizing that challenge, Suarez and his team shifted their focus toward solving what they believed would become one of enterprise AI's biggest obstacles: making AI agents operationally trustworthy.

‍

Insurance organizations manage highly regulated processes, sensitive customer data, and complex workflows spanning numerous systems. Reliability, governance, compliance, and auditability aren't optional requirements — they're business necessities.

‍

“We immediately looked toward industries where reliability, compliance, and governance are non-negotiable,” Suarez says. “Insurance stood out as one of the clearest examples.”

‍

Helping Brokers Unlock Real Operational Value

As interest in AI continues to grow across the insurance industry, brokerages are under pressure to identify practical applications that deliver meaningful business outcomes. Upware focuses on enabling exactly that.

‍

Its platform allows insurers, brokers, and other enterprises to automate high-value operational processes such as:

• Customer onboarding
• Loss run workflows
• Submission processing
• Claims administration
• Policy renewals
• Customer service operations

‍

Instead of limiting AI to advisory or assistive tasks, Upware gives AI agents the infrastructure needed to safely take action across existing systems and complete workflows from beginning to end.

‍

For brokers, this translates into several tangible benefits:

• Faster service delivery for clients
• Reduced administrative burden for internal teams
• Increased operational efficiency without large-scale system replacements
• Greater confidence that AI-powered processes remain compliant and governed
• Lower technology and implementation costs compared to custom-built automation solutions

‍

According to Suarez, the broader opportunity is helping organizations get more value from AI investments they've already made.

‍

“Upware helps organizations unlock the potential of their existing AI agents by providing the missing operational layer underneath them,” he says.

‍

Bridging the Gap Between AI and Automation

One of Upware's biggest differentiators is its position between two established categories of technology. On one side are AI agents and large language models that offer flexibility and intelligence but can become unpredictable, expensive, and difficult to govern when deployed at scale.

‍

On the other side are traditional automation tools such as robotic process automation (RPA) and integration platforms, which provide consistency but often require extensive customization and ongoing maintenance.

Upware aims to combine the strengths of both approaches.

‍

“Upware bridges the gap between these two worlds,” Suarez says. “We provide the execution layer that enables autonomous AI agents to operate with the reliability, predictability, governance, and compliance enterprises require.”

‍

The company's technology automatically transforms agent activities into governed execution processes complete with verification steps, controls, policy enforcement, retries, and exception management. For brokers and carriers, that means AI can be introduced into critical workflows without sacrificing the oversight and consistency that insurance operations require.

‍

Growing With the Next Wave of Enterprise AI

“One of our biggest challenges as a startup was that we were solving a problem most companies hadn't fully experienced yet,” Suarez says.

‍

The team recognized early that organizations would eventually need infrastructure capable of governing and scaling AI agents. The market, however, was still in the early stages of adoption. Rather than waiting for demand to catch up, Upware developed a two-part strategy: the company helps organizations launch new AI-powered automations while simultaneously enhancing existing AI deployments such as copilots, conversational agents, and policy assistants.

‍

This approach allows customers to realize immediate value while preparing for broader adoption of autonomous AI capabilities in the future, and the strategy appears to be gaining traction. Since launching in late 2025, Upware has raised nearly $4 million from strategic investors, including the founder and former CEO of MuleSoft. The company has also established design partnerships across insurance, financial services, real estate, and manufacturing.

‍

One particularly notable success story involved a top-15 U.S. insurance broker with more than $3 billion in annual revenue. The organization wanted to extend AI beyond conversational assistance and automate customer service operations. Using Upware, its AI agents were able to handle customer inquiries, policy changes, and billing-related requests in a production-ready environment within days. Compared to a purely LLM-based approach, the organization experienced a 69% reduction in token usage, a 56% improvement in response latency, and achieved 100% lookup accuracy across thousands of real-world cases.

‍

Building the Foundation for Trusted AI

As enterprises continue moving from AI experimentation toward operational deployment, Suarez believes the industry's biggest challenge will shift.

‍

“The biggest challenge will no longer be creating agents,” he says. “It will be making them reliable, governed, and operational at scale.”

‍

That vision aligns closely with why Upware joined BrokerTech Ventures (BTV). Through BTV’s accelerator, the company has worked directly with brokers and carriers, signed three BTV partners as design partners, and gained valuable feedback that has helped shape its product roadmap.

‍

“BTV has not just been a channel for introductions,” Suarez says. “It has been a strategic partner that helped us sharpen our vision and build a solution that is aligned with the future needs of the insurance industry.”

‍

Looking ahead, Upware plans to expand its enterprise integrations, strengthen governance and security capabilities, and support increasingly complex business processes across regulated industries. The company's long-term goal is ambitious but straightforward: become the trusted execution layer that enables enterprises to deploy autonomous AI safely and confidently.

‍

For brokers and carriers navigating the next era of AI adoption, Upware is focused on making sure innovation doesn't stop at experimentation. Instead, it becomes part of how work actually gets done.

‍

For inquiries or collaboration opportunities, contact Tomer Suarez at tomer@upware.ai. 

‍