Case Study: Apivia Courtage resolves nearly 20% of service calls with Amelia AI agents

Apivia Courtage resolves nearly 20% of service calls with Amelia

Apivia Courtage, a European insurer supporting over 4,000 independent brokers, sought to redefine customer service by deploying AI agents to handle complex insurance inquiries. Their challenge was to provide precise, empathetic support in high-stress moments while adhering to a strict Duty to Advise, moving beyond the limitations of traditional non-AI automation. They partnered with vendor Amelia to implement a solution using the Amelia platform for conversational AI.

The solution involved deploying an AI agent that could understand, reason, and take precise action to fully resolve customer inquiries. As a result, Amelia's AI now handles nearly 20% of inbound call volume, leading to a 20% productivity increase for the customer relations team and successfully resolving 100,000 calls in 2024. This allowed human agents to focus on higher-value tasks, and Apivia Courtage is now expanding these capabilities with Amelia 7's agentic AI.

Apivia Courtage