SoundHound’s Conversational AI Agents Drive Nearly 20% Productivity Increase at Apivia Courtage Contact Centers

SANTA CLARA, Calif.--(BUSINESS WIRE)--Nov 21, 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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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.

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)

PARIS (AP) — One thing is certain for Fabien Galthie’s France this autumn. Nothing is certain.

Since the start of the autumn tests, the coach has not hesitated to leave out established stars, and so far this has worked well. France takes on Argentina in their final test of the year on Friday at Stade de France on the back of victories against Japan and New Zealand.

Stalwart players have been sacrificed this month one after another for the good of the team. Gael Fickou was benched against Japan and Matthieu Jalibert was benched against the All Blacks, then refused to accept it and left the squad. It's Gregory Alldritt's turn to pay the price of Galthie's rotation policy.

The No. 8 was not even in the matchday 23 facing the Pumas after Galthie made four changes.

Galthie reasoned he's trying to create depth and more experience ahead of the Six Nations and more in mind of the 2027 Rugby World Cup.

“There is no polemics,” he said.

The players left out, at least Fickou, did not seem to take it personally.

Fickou joked, “I was a bit cold on the bench. That’s what group life is all about. You can’t play every game. There are also some great players in my position who are growing and who have talent. It’s up to me to be good enough to stay here.”

In any case, competition for places is paying dividends. A year after its brokenhearted exit in the quarterfinals of its home Rugby World Cup at the hands of South Africa and following a summer tour of South America marred by off-field controversies, France is back in form.

Beating New Zealand 30-29 last weekend, with talismanic captain Antoine Dupont aboard in his second test of the year, was a statement that France is a serious threat again.

France and the Pumas split a series in Argentina in July, the Pumas winning the last match 33-25. But the Pumas have not beaten Les Tricolores in France for 10 years.

Unlike Galthie, Argentina coach Felipe Contepomi is bidding on continuity since taking charge. His Pumas have thrashed Italy 57-17 and lost to Ireland 22-19. Contepomi has made just one change to his starters, with Gonzalo Garcia at scrumhalf for fresh legs on Friday night.

They have also been bolstered in the reserves by the return for the first time this month of flanker Marcos Kremer from a knee injury and wing Mateo Carreras, who became a father. They started both tests against France in July.

Kremer and Carreras also are among 10 Pumas who play for clubs in France.

“We have to look at our shirt and from there put it where it deserves, regardless of the opponent,” Carreras said. "The extra spice of it being France gives us that desire to go out and win. The connection in defense is going to be key. We have to keep the ball a lot and maintain discipline.”

AP rugby: https://apnews.com/hub/rugby

Argentina's Guido Petti, top, jumps for the ball during the Autumn Nations series rugby union match between Ireland and Argentina, at Aviva Stadium, Dublin, Ireland, Friday, Nov. 15, 2024. (AP Photo/Peter Morrison)

Argentina's Juan Cruz Mallia, right, breaks away from Ireland's James Lowe, to score a try during the Autumn Nations series rugby union match between Ireland and Argentina, at Aviva Stadium, Dublin, Ireland, Friday, Nov. 15, 2024. (AP Photo/Peter Morrison)

New Zealand's Patrick Tuipulotu, right, and France's Thibaud Flament compete for line out ball during the Autumn Nations series rugby union match between France and All Blacks at the Stade de France stadium, in Saint-Denis, outside Paris, Saturday, Nov. 16, 2024. (AP Photo/Michel Euler)

French players celebrate following the Autumn Nations series rugby union match between France and All Blacks at the Stade de France stadium, in Saint-Denis, outside Paris, Saturday, Nov. 16, 2024. (AP Photo/Michel Euler)