SoundHound’s Conversational AI Agents Drive Nearly 20% Productivity Increase at Apivia Courtage Contact Centers
SoundHound AI (Nasdaq: SOUN) and Apivia Courtage have achieved significant results in their AI implementation partnership. SoundHound's Amelia AI Agents have handled over 100,000 customer calls and reduced inbound queries to human teams by nearly 20% in under a year. The AI agents, deployed since January 2023, primarily handle medical expense reimbursement queries and insurance guarantee information.
Apivia Courtage, part of AEMA Group with 11 million policyholders and €15.6 billion in revenue, reports improved workplace atmosphere and employee productivity. The AI technology manages over 1,000 daily conversations related to claims and policies, allowing human teams to focus on higher-value tasks.
SoundHound AI (Nasdaq: SOUN) e Apivia Courtage hanno raggiunto risultati significativi nella loro partnership per l'implementazione dell'IA. Gli Agenti IA Amelia di SoundHound hanno gestito oltre 100.000 chiamate da clienti e hanno ridotto le richieste in entrata ai team umani di quasi il 20% in meno di un anno. Gli agenti IA, attivi da gennaio 2023, si occupano principalmente di richieste di rimborso per spese mediche e informazioni sulle garanzie assicurative.
Apivia Courtage, parte del Gruppo AEMA con 11 milioni di assicurati e €15,6 miliardi di fatturato, riporta un'atmosfera lavorativa migliorata e una maggiore produttività dei dipendenti. La tecnologia IA gestisce oltre 1.000 conversazioni al giorno relative a reclami e polizze, permettendo ai team umani di concentrarsi su compiti di maggiore valore.
SoundHound AI (Nasdaq: SOUN) y Apivia Courtage han logrado resultados significativos en su colaboración de implementación de IA. Los Agentes IA Amelia de SoundHound han manejado más de 100,000 llamadas de clientes y han reducido las consultas entrantes a equipos humanos en casi un 20% en menos de un año. Los agentes de IA, desplegados desde enero de 2023, manejan principalmente consultas sobre reembolsos de gastos médicos e información sobre garantías de seguros.
Apivia Courtage, parte del Grupo AEMA con 11 millones de asegurados y €15.6 mil millones en ingresos, informa sobre una mejora en el ambiente laboral y la productividad de los empleados. La tecnología de IA gestiona más de 1,000 conversaciones diarias relacionadas con reclamaciones y pólizas, permitiendo a los equipos humanos centrarse en tareas de mayor valor.
사운드하운드 AI(Nasdaq: SOUN)와 아피비아 코르타주가 AI 구현 파트너십에서 중요한 성과를 달성했습니다. 사운드하운드의 아멜리아 AI 에이전트는 10만 건 이상의 고객 전화를 처리했으며, 1년도 채 지나지 않아 인간 팀의 수신 문의를 거의 20% 줄였습니다. 2023년 1월부터 배치된 AI 에이전트는 주로 의료 비용 환급 요청 및 보험 보증 정보 관련 업무를 처리합니다.
아피비아 코르타주는 1,100만 명의 보험가입자와 156억 유로의 매출을 가진 AEMA 그룹의 일원으로, 향상된 직장 분위기와 직원 생산성을 보고하고 있습니다. AI 기술은 매일 1,000건 이상의 청구 및 정책 관련 대화를 관리하여 인간 팀이 더 높은 가치의 업무에 집중할 수 있도록 합니다.
SoundHound AI (Nasdaq: SOUN) et Apivia Courtage ont réalisé des résultats significatifs dans leur partenariat pour l'implémentation de l'IA. Les Agents IA Amelia de SoundHound ont géré plus de 100 000 appels clients et réduit les demandes entrantes vers les équipes humaines de près de 20 % en moins d'un an. Les agents IA, déployés depuis janvier 2023, traitent principalement des demandes de remboursement de frais médicaux et des informations sur les garanties d'assurance.
Apivia Courtage, qui fait partie du Groupe AEMA avec 11 millions de sociétaires et 15,6 milliards d'euros de chiffre d'affaires, signale une amélioration de l'atmosphère de travail et de la productivité des employés. La technologie IA gère plus de 1 000 conversations quotidiennes liées aux réclamations et aux polices, permettant ainsi aux équipes humaines de se concentrer sur des tâches à plus forte valeur ajoutée.
SoundHound AI (Nasdaq: SOUN) und Apivia Courtage haben bedeutende Erfolge in ihrer Partnerschaft zur Implementierung von KI erzielt. Die Amelia KI-Agenten von SoundHound haben über 100.000 Kundenanrufe bearbeitet und die eingehenden Anfragen an menschliche Teams innerhalb von weniger als einem Jahr um fast 20 % reduziert. Die seit Januar 2023 eingesetzten KI-Agenten bearbeiten hauptsächlich Anfragen zu medizinischen Kostenerstattungen und Informationen zu Versicherungsgarantien.
Apivia Courtage, Teil der AEMA-Gruppe mit 11 Millionen Versicherungsnehmern und 15,6 Milliarden Euro Umsatz, berichtet von einem verbesserten Arbeitsklima und einer gesteigerten Mitarbeiterproduktivität. Die KI-Technologie verwaltet täglich über 1.000 Gespräche zu Schadensfällen und Policen, wodurch menschliche Teams sich auf wertschöpfendere Aufgaben konzentrieren können.
- Successful handling of 100,000+ customer calls by AI agents
- 20% reduction in human-handled inbound queries
- Managing 1,000+ daily conversations automatically
- Improved workplace efficiency and employee productivity
- None.
Insights
The
For AEMA Group, with 11 million policyholders and
SoundHound's successful deployment of conversational AI in a complex insurance environment demonstrates the maturity of their Amelia platform. The ability to handle specialized medical expense reimbursement queries and insurance guarantee inquiries shows sophisticated natural language processing capabilities. The year-long implementation timeline and sustained performance indicate robust system reliability and scalability.
This case study validates SoundHound's enterprise-level AI capabilities, particularly following their Amelia acquisition. The successful integration with a major European insurer strengthens their market position in the growing AI customer service sector, potentially opening doors to similar large-scale deployments in regulated industries.
SoundHound’s Amelia AI Agents answer customer questions on medical expense reimbursements, reducing the volume handled by employees and supporting 100K+ calls in 2024
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
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
“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.
View source version on businesswire.com: https://www.businesswire.com/news/home/20241121292929/en/
Media Contact
Fiona McEvoy
415-610-6590
PR@SoundHound.com
Source: SoundHound AI, Inc.
FAQ
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