SoundHound’s Amelia AI agents answer customer questions about medical reimbursement, reducing the volume handled by employees and supporting more than 100,000 calls in 2024.
SANTA CLARA, California, November 21, 2024–(BUSINESS FEED)–SoundHound AI, Inc. (Nasdaq: SOUN), a global leader in voice artificial intelligence, and Apivia Brokerage, part of the AEMA Group, one of the world’s largest mutual and cooperative insurers, announced today that their partnership to deploy conversational AI agents has reached an important milestone. In just under a year, SoundHound’s Amelia AI agents have supported Apivia Courtage in handling more than 100,000 customer calls and reducing the number of incoming requests handled directly by the relationship team by nearly 20%. client of the French wholesale broker.
First launched in January 2023, the goal of the partnership was to introduce advanced AI agents to improve customer service while providing innovation and essential support to Apivia Brokerage’s existing customer service employees. The insurance group chose the Amelia AI platform (since acquired by SoundHound AI) due to its maturity in the corporate space and the company’s demonstrated ability to establish a long-term relationship with partner companies.
Throughout 2024, Amelia’s conversational AI agents successfully answered thousands of calls on topics related to medical reimbursement and information on insurance benefit levels. As a result, the company was able to focus its human teams to bring more value and time to their relationships with brokers and clients.
“There is consensus among our managers and teams that the introduction of SoundHound’s Amelia AI agents has improved the quality of their work, giving these employees back valuable time to focus on the types of tasks that cannot be not be automated.” said Emmanuelle Nguyen, CEO of Apivia Courtage. “There has even been a noticeable improvement in the working atmosphere – and this while continuing to handle our customers’ inquiries in a transparent manner. This is a textbook case where AI is deployed effectively and brings great value to the business it serves.
The AEMA Group, of which Apivia Courtage is a part, has 11 million policyholders, members and customers, and more than 20,000 employees. The company works with more than 1,600 agencies and more than 3,900 insurance brokers in France, for a cumulative turnover of 15.6 billion euros.
“Projects like this really show the incredible value that AI and automation can bring, not only to our clients, but also to their customers. » said Michael Anderson, Corporate Executive Vice President at SoundHound AI. “With AI agents handling common customer questions, Apivia Brokerage employees can now focus on more rewarding and valuable aspects of their jobs. We’re excited to help them deliver thousands of high-quality interactions.