SoundHound AI, Inc. and Quálitas, a Mexican auto insurance company, announced that the insurer has uplevelled its customer service operations by deploying SoundHound?s agentic AI platform. Quálitas? adoption of agentic AI builds on a partnership that began in 2022, when the insurer first introduced the conversational AI platform to automate high-volume customer inquiries.

Since then, SoundHound?s AI-powered platform has supported critical insurance use cases including roadside assistance, broken glass claims, theft reports, and service coordination such as ambulance dispatch. As customer demand and call complexity increased, Qualitas has now expanded and upgraded its implementation to leverage SoundHound?s next-generation agentic AI, enabling more natural conversations and leveraging sophisticated reasoning to increase call containment, minimize human escalations, and improve end-to-end resolutions for customers. SoundHound?s AI agents support an average of 100,000 monthly calls ?

up 150% from 2022 ? handling a majority of customer requests end-to-end including: More than 74% of car assistance requests, Over two-thirds of partial theft requests, More than three-quarters of broken glass claims, Over 80% of interactions successfully capturing a policy number. The deployment significantly reduces the need for human agent involvement, speeding up claims processing and minimizing follow-up calls, allowing Quálitas?s human agents to focus on more complex, high-value interactions while AI manages routine inquiries.

The partnership's expansion underscores the increasing demand for sophisticated conversational AI solutions in the insurance sector, where companies are seeking to automate processes and free up human agents to focus on complex, empathetic interactions.