Apivia Courtage’s AI agents for insurance resolve nearly 20% of service calls

At a Glance:

• Mission: Redefine customer service for insurance with AI agents
• Solution: Deploy AI agents to fully resolve insurance inquiries, with SoundHound's platform
• Results: ~20% reduction in inbound queries managed by human agents in one year
• What’s Next: Use SoundHound's agentic AI to expand self-service capabilities

The mission: redefine customer service for insurance with AI agents

Customer service for insurance sits at the intersection of human vulnerability and regulatory precision. It requires both incredible empathy and meticulous detail. Policyholders often reach out in moments of stress, such as a burst pipe at 2:17 a.m., a vehicle accident, or an urgent health claim. What they encounter next is all too familiar: navigating rigid IVR trees, holding in long queues, and building frustration in moments of crisis.

Traditional automation (non-AI) wasn’t built for these moments. It could deflect calls or answer simple FAQs, but it couldn’t understand, reason, empathize, and take precise action capable of resolving an issue.

Apivia Courtage was among the first in the industry to recognize that the AI era demands smarter, more effective ways to serve customers in high-impact moments. And, given its Duty to Advise, the insurer recognized how crucial it would be to get it right.

As part of AEMA Group, one of the world’s largest mutual and cooperative insurers, Apivia Courtage supports over 4,000 independent brokers and general agents across Europe, helping them and end customers navigate and compare products across health, casualty, and wealth management.

Apivia Courtage set out to build its own conversational AI insurance agent, capable of handling customer inquiries end-to-end, all while maintaining service quality. Success would mean empowering its people to turn their attention towards bigger customer challenges.

Beyond improving efficiency, Apivia Courtage's transformation was about redefining how an insurer can show up in life’s most important moments.

The solution: AI agents that lighten the load

To build their first AI agent, Apivia Courtage selected SoundHound AI’s conversational AI platform.

Apivia Courtage’s AI agent works alongside the customer service team, handling thousands of critical customer inquiries every day regarding medical expense reimbursements and levels of insurance guarantees. The AI agent already handles as much as 20% of the inbound call volume.

“There’s a consensus between our managers and teams that introducing SoundHound’s 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.”

Emmanuelle Nguyen
CEO of Apivia Courtage

Behind the scenes, Apivia Courtage’s core systems and data architecture are seamlessly integrated with the platform, enabling the AI agent to provide real-time information, update policies, and escalate cases when a human is required. The result is a seamless blend of intelligent automation and human expertise, where AI enhances, rather than replaces, employees.

The result: AI makes critical work more human

Apivia Courtage’s partnership with SoundHound AI has delivered measurable improvements across customer service and employee experience. With an AI agent handling routine insurance inquiries, teams now have more time to focus on higher-value activities. The benefits of this human-AI agent collaboration are clear:

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100,000 | customer calls handled by the AI agent in 2024

20% | productivity increase for the customer relations team

4,000+ | independent brokers and general agents supported

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What’s next: leading the insurance industry into the agentic AI era

Building on this success, Apivia Courtage is continuing its AI journey with multi-agent AI in the contact center.

“Thanks to SoundHound's agentic AI, we are deploying a multi-service platform to ensure our clients have seamless and innovative experiences. At the same time, we are empowering our teams to focus on their expertise and create added value.”

Emmanuelle Nguyen
CEO of Apivia Courtage

Apivia Courtage’s agentic AI pilot is already underway, reinventing self-service by implementing fleets of AI agents that can reason, act, and handle complex, multi-intent customer requests from start to finish — whether that means answering coverage questions, updating account details, or generating a new quote.

For Apivia Courtage’s brokers and clients, agentic AI helps them efficiently resolve more complex inquiries without human intervention. In a single interaction with the insurer’s AI agent, users can:

• Verify their identity
• Resolve coverage questions
• Update personal information
• Calculate financial impact of a contract update
• Get a new quote
• Schedule appointments with advisors

Apivia Courtage's efforts in agentic AI demonstrate how forward-thinking insurers can harness this technology to both modernize service and gain a tremendous edge in a competitive market.

“This deployment will put Apivia Courtage at the leading edge of AI for customer service. The insurance industry as a whole really stands to benefit from this wave of innovation and platforms, like SoundHound's, that drive value for businesses while delivering a faster, more efficient service to their customers.”

Gérald Audenis
Head of Operations, Europe at SoundHound AI

Interested in starting your own AI journey with SoundHound?

We’d love the opportunity to discuss how we can help you achieve your goals with agentic AI.

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