Quálitas, a leading Mexican auto insurer, and SoundHound AI said they expanded deployment of SoundHound's agentic AI platform for customer service and claims operations in Mexico, in a Santa Clara release dated 2 April 2026.
The partnership dates to 2022 for conversational AI on roadside assistance, broken glass claims, theft reports, and ambulance and service coordination; it is now upgraded to next-generation agentic AI for more natural conversation and higher containment. AI agents support about 100,000 monthly calls — up 150% from 2022 — handling a majority of requests end-to-end. Containment metrics cited by the company include more than 74% of car assistance requests, more than two-thirds of partial theft requests, more than three-quarters of broken glass claims, and more than 80% of interactions successfully capturing a policy number. Outcome framing centres on fewer human escalations, faster claims processing and fewer follow-ups, with human agents focused on complex and high-value cases.
Juan Carlos Chávez Cureño, director of claims customer service at Quálitas, said: "By leveraging SoundHound's agentic AI, we're able to resolve more requests faster, improve the quality of each interaction, and scale our operations efficiently as demand continues to grow." About boilerplate still names the Amelia Platform as powering AI agents for enterprise. Volume and containment figures are company statements; AI-360 has not independently verified them.