Voice AI at scale

A voice artificial intelligence system is now handling about 100,000 Quálitas customer calls a month in Mexico after the insurer expanded its SoundHound deployment in April. (investors.soundhound.com) SoundHound AI and Quálitas said on April 2, 2026 that the insurer upgraded from an earlier conversational system to SoundHound’s “agentic” platform, which the companies said is designed to hold longer conversations and complete more service tasks without a human transfer. (soundhound.com) The companies said call volume handled by the system has risen 150% since the original 2022 rollout, and SoundHound’s customer case study says the platform now supports an average of 100,000 calls per month. (investors.soundhound.com) (soundhound.com) Quálitas is not a small test customer. Its investor site says it has more than 32 years in auto insurance, operates in Mexico, the United States, Peru, Costa Rica, El Salvador and Colombia, and holds the largest share of Mexico’s auto-insurance market. (qinversionistas.qualitas.com.mx) In insurance call centers, voice artificial intelligence acts like a front-desk agent on the phone: it answers routine questions, gathers claim details, and routes harder cases to people. SoundHound said Quálitas has used the system for roadside assistance, broken-glass claims, theft reports, and service coordination including ambulance dispatch. (finance.yahoo.com) The newer “agentic” label means the software is pitched as doing more than answering questions. SoundHound says its Amelia platform lets voice agents “listen, reason, and act,” and the Quálitas release says the goal is higher call containment and fewer human escalations. (soundhound.com) (investors.soundhound.com) That platform matters because SoundHound bought Amelia in August 2024 to push deeper into enterprise customer service, adding contracts across finance, insurance, retail and healthcare. Quálitas is one of the clearest public examples so far of that strategy running at high call volume. (soundhound.com) (sec.gov) SoundHound’s own materials frame the Quálitas system as a way to add capacity without adding headcount, while moving more claims calls from scripted automation toward end-to-end resolution. The company has not publicly released independent audit data on error rates, customer satisfaction, or how often callers still need a human agent. (soundhound.com) (investors.soundhound.com) The immediate takeaway is simple: one insurer is already using voice artificial intelligence as a live operating layer for roughly 100,000 inbound calls a month, not as a demo. (soundhound.com)