SoundHound’s Conversational AI Agents Drive Nearly 20% Productivity Increase at Apivia Courtage Contact Centers
November 21 2024 - 9:00AM
Business Wire
SoundHound’s Amelia AI Agents answer customer questions on
medical expense reimbursements, reducing the volume handled by
employees and supporting 100K+ calls in 2024
SoundHound AI, Inc. (Nasdaq: SOUN), a global leader in voice
artificial intelligence, and Apivia Courtage, part of AEMA Group,
one of the world’s largest mutual and cooperative insurers, today
announced that their partnership to deploy conversational AI agents
has reached a milestone. In just under a year, SoundHound’s Amelia
AI Agents have supported Apivia Courtage in handling over 100,000
customer calls and reducing the number of inbound queries handled
directly by the French wholesale broker’s customer relations team
by nearly 20%.
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In just under a year, SoundHound’s Amelia
AI Agents have supported Apivia Courtage in handling over 100,000
customer calls and reducing the number of inbound queries handled
directly by the French wholesale broker’s customer relations team
by as much as 20%. (Graphic: Business Wire)
First launched in January 2023, the aim of the partnership was
to introduce advanced AI agents to improve customer service while
bringing innovation and critical support to Apivia Courtage’s
existing customer service employees. The insurance group chose the
Amelia AI platform (since acquired by SoundHound AI) due to its
maturity in the enterprise space and the company’s demonstrated
ability to build a long term relationship with corporate
partners.
Throughout 2024, Amelia conversational AI Agents have been
successful in helping to field thousands of calls on topics related
to medical expense reimbursement and information on insurance
guarantee levels. As a result, the company has been able to focus
its human teams on bringing more value and time to their
relationships with brokers and clients.
“There’s a consensus between our managers and teams that
introducing SoundHound’s Amelia AI agents has improved the quality
of their work, giving these employees precious time back to focus
on the kinds of tasks that can’t be automated,” said Emmanuelle
Nguyen, CEO of Apivia Courtage. “There has even been a
perceptible improvement in workplace atmosphere – and all while our
customer queries continue to be handled seamlessly. This is a
textbook case of AI being deployed efficiently and delivering great
value to the business it serves.”
The AEMA Group, which includes Apivia Courtage, has 11 million
policyholders, members and customers, and over 20,000 employees.
The company works with over 1,600 agencies, and more than 3,900
insurance brokers in France, with a combined revenue of €15.6
billion.
“Projects like this really show the incredible value AI and
automation can deliver, not only to our customers, but also to
their customers,” said Michael Anderson, EVP of Enterprise at
SoundHound AI. “With AI agents managing routine customer
questions, Apivia Courtage’s employees are now able to focus on
more rewarding and valuable aspects of their work. We’re thrilled
to support them in delivering thousands of high-quality
interactions."
Amelia AI Agents are equipped to handle tasks from end-to-end,
optimizing self-service for policyholders while also freeing
contact center agents from time-intensive and repetitive requests.
The technology assists insurance contact center agents with more
than 1,000 daily conversations related to claims and policies.
To learn more visit Amelia.ai or SoundHound.com.
About SoundHound AI
SoundHound (Nasdaq: SOUN), a global leader in conversational
intelligence, offers voice and conversational AI solutions that let
businesses offer incredible experiences to their customers. Built
on proprietary technology, SoundHound’s voice AI delivers
best-in-class speed and accuracy in numerous languages to product
creators and service providers across retail, financial services,
healthcare, automotive, smart devices, and restaurants via
groundbreaking AI-driven products like Smart Answering, Smart
Ordering, Dynamic Drive Thru, and Amelia AI Agents. Along with
SoundHound Chat AI, a powerful voice assistant with integrated
Generative AI, SoundHound powers millions of products and services,
and processes billions of interactions each year for world class
businesses.
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version on businesswire.com: https://www.businesswire.com/news/home/20241121292929/en/
Media Contact Fiona McEvoy 415-610-6590
PR@SoundHound.com
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