Webinar Recap: How Urban Company Automated Partner Support at Scale

Urban Company, a large-scale gig economy platform in India, faced the problem that its existing text-based support approach did not fit the environment of field workers (noise, mixed languages, etc.). Workers wanted to communicate primarily via voice on mobile, which led to high consultation drop-off rates and rising operational costs.

To address this, Urban Company adopted ElevenLabs' Voice AI. Through this, they achieved innovation in three key areas:

• Partner Support: Resolving disputes, payments, and job completion issues that arise during work in real-time voice
• Referral Outreach: Automating relationship-focused referral campaigns targeting existing partners
• Instahelp: Providing an app-less interaction layer that lets users manage jobs, subscriptions, and inquiries with voice alone, without a UI

Urban Company currently operates more than 30 live use cases, and is targeting the deployment of more than 150 sub-agents going forward. Through the adoption of Voice AI, it has secured consistent resolutions and scalability that can flexibly respond even to seasonal demand spikes.