Business
SoundHound’s Conversational AI Agents Drive Nearly 20% Productivity Increase at Apivia Courtage Contact Centers
SoundHound’s Amelia AI Agents answer customer questions on medical expense reimbursements, reducing the volume handled by employees and supporting 100K+
About this update from Soundhound Ai, Inc.
[{"type":"text","content":"\nSoundHound’s Amelia AI Agents answer customer questions on medical expense reimbursements, reducing the volume handled by employees and supporting 100K+ calls in 2024\n\n\n SANTA CLARA, Calif.--(BUSINESS WIRE)--\nSoundHound 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%.\n\nThis press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20241121292929/en/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)\nFirst 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.\n\n\nThroughout 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.\n\n\n“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 custome...