Amelia AI Agents Drive 20 Percent Productivity Increase

In slightly less than a year, SoundHound AI’s Amelia AI Agents have supported French wholesale insurance broker Apivia Courtage in handling more than 100,000 customer calls and reducing the number of inbound queries handled directly by its customer relations team by nearly 20 percent.

Apivia Courtage, which offers a complete range of health, casualty, pension, property, and auto insurance products and services to consumers and businesses, was founded in 2019. It wasn’t until several years later, though, that it began looking to introduce advanced artificial intelligence-powered agents to improve customer service while bringing innovation and critical support to its customer service employees.

In January 2023, Apivia Courtage chose the Amelia AI platform due to its maturity in the enterprise space and its demonstrated ability to build a long-term relationship with corporate partners. SoundHound acquired Amelia, a provider of conversational AI, in mid-2024 for roughly $80 million.

The Amelia AI agents, deployed since January 2023, have fielded thousands of calls for Apivia Courtage on topics related to medical expense reimbursement and insurance guarantee levels. The Amelia AI agents are backed by sophisticated natural language processing capabilities.

As a result of the deployment, Apivia Courtage has been able to focus its roughly 120 human employees on bringing more value and time to their relationships with brokers and clients.

Apivia Courtage’s larger parent company, the AEMA Group, 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, with a combined revenue north of $16.3 billion.

Amelia AI Agents are equipped to handle tasks from end to end, optimizing self-service for policyholders while also freeing the contact center agents from time-intensive and repetitive requests. The Amelia technology assists insurance contact center agents with more than 1,000 daily conversations related to claims and policies.

“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, which is based in Tours, France. “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.”

“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, executive vice president 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.”

Apivia Courtage also reports improved workplace atmosphere and employee satisfaction and productivity since deploying the Amelia AI agents. The 20 percent reduction in customer service query volume represents a significant operational efficiency gain for Apivia Courtage.

For AEMA Group, this AI integration sets a precedent for larger-scale automation opportunities and suggests a sustainable operational model that could be expanded to other business segments.

SoundHound’s successful deployment of conversational AI in a complex insurance environment demonstrates the maturity of the Amelia platform and its robust system reliability and scalability. The successful integration with a major European insurer strengthens SoundHound’s market position in the growing AI customer service sector, potentially opening doors to similar large-scale deployments in regulated industries.

The Payoff

Since deploying Amelia AI agents in its customer service operations, Apivia Courtage has seen the following results:

• the successful handling of more than 100,000 customer calls by AI agents;
• a 20 percent reduction in human-handled inbound queries;
• the ability to manage more than 1,000 daily conversations automatically; and
• improved workplace efficiency and employee productivity.