What is Amelia?

Amelia is a conversational and agentic AI platform purpose-built to automate front-line interactions between organisations and their customers or employees. It can deflect customer queries end-to-end, and it can sit beside human agents as a real-time copilot during live conversations. The platform has a long enterprise pedigree (the original Amelia came from IPsoft), and in 2024 it was acquired by SoundHound AI, the publicly traded voice-AI specialist that holds 200+ patents and powers voice across automotive, restaurants, retail, financial services and healthcare.

That ownership matters. SoundHound’s whole identity is voice, and it has poured that expertise into Amelia. The current generation — Amelia 7, refined through 7.1 and 7.3 across late 2025 and early 2026 — is pitched as “the complete AI agent platform for enterprise builders of all types.”

The Agentic+ framework

Agentic+ is the backbone of Amelia 7 and SoundHound’s answer to the agentic-AI wave. It’s a proprietary multi-process framework that orchestrates fleets of goal-oriented agents — each with a specific function — to understand, reason and act across systems. Crucially, it blends three things in one flow: the open-ended reasoning of large language models, deterministic scripted flows for the steps that must be exact, and third-party integrations to actually get things done. Builders can toggle between programmed actions, deterministic flows and live integrations to complete multi-stage tasks, with layered guardrails, confidence checks and safe human escalation keeping responses grounded in your data rather than guessing.

Core features

AI Agents & the generative builder

The AI Agents workspace is where you design, test and deploy agents. The standout is the generative agent builder: instead of laboriously wiring up logic for every use case, you build with prompting and natural language, which meaningfully lowers the technical overhead and speeds time-to-value. There’s also a catalogue of pre-built agents for banking, healthcare, insurance and more.

Answers (knowledge)

Answers is the RAG-powered knowledge hub. Upload files, websites and other sources, or use a Q&A format for precise responses. Amelia 7.1 added bulk upload of up to 100 knowledge sources at once and visual knowledge processing — extracting information from images and tables inside PDFs — which is a genuinely useful upgrade for messy enterprise documentation.

Contact Center, Agent Console & Learning

Contact Center is the command hub for AI-to-human hand-offs (escalation teams, queues, live monitoring). Agent Console gives every human rep a real-time copilot surfacing insights, suggestions and next-best actions inside the live conversation. Learning closes the loop, turning every conversation into a feedback signal for improvement.

Voice — the headline strength

This is where Amelia separates itself. Agents inherit SoundHound’s next-generation speech recognition: low-latency streaming, rapid NLU handoff and enterprise tuning that the company positions as faster and more accurate than common third-party speech-to-text. Amelia 7.3 added barge-in (so callers can interrupt naturally), 11 new voices to match brand tone, and 40+ languages with seamless language switching mid-conversation. It’s LLM-agnostic and can run on-premises for organisations that need full data control. If voice containment is the goal, few enterprise agent platforms match it.

Amelia scorecard

Overall score is the average of the eight categories above, weighted toward what matters for an enterprise CX/EX buyer.

Amelia pricing

Amelia is enterprise-only with custom pricing — there’s no public price list, no free tier and no self-serve plan. Prospective buyers get a tailored quote and demo; existing customers handle pricing, features and integrations through their SoundHound Customer Success manager. As with its peers, cost scales with interaction volume, voice capacity, channels and support. Expect a meaningful annual commitment rather than a lightweight subscription, and budget for implementation time on top.

SoundHound does not publish Amelia pricing; figures are bespoke per deployment. Request a demo for an accurate quote.

Pros & cons

Who should use Amelia?

Amelia is for large enterprises where voice is mission-critical — contact centres, IT service desks, HR helplines, healthcare and financial services that need fast, natural, human-like phone automation at scale and value full data control. If callers (not just chatters) are your primary channel, Amelia’s speech advantage is hard to beat. It’s a weaker fit for small teams wanting plug-and-play setup, anyone who needs transparent up-front pricing, or organisations that prize a deep, public documentation ecosystem before committing.

Frequently asked questions