AI BriefingCoopVoce Boosts AI Assistant Customer Engagement by 10% with ElevenLabs Adoption
Key point
Italian telecom company CoopVoce adopted ElevenLabs' TTS technology to increase its AI assistant's customer engagement and conversation containment.
Details
CoopVoce, a major virtual mobile network operator (MVNO) in Italy, adopted ElevenLabs Text to Speech to solve the mechanical-sounding voice problem that had been a limitation of its existing AI assistant. It chose voice technology with superior naturalness and expressiveness in order to reduce the sense of unfamiliarity felt by customers.
As a result of integrating ElevenLabs' ElevenAPI, the following results were achieved immediately after the service launch.
- 10% increase in willingness to engage: Customer resistance to conversing with the AI assistant decreased.
- 15-second increase in average conversation time: The natural voice increased customer engagement.
- 3-4% improvement in containment rate: The rate at which complex inquiries are resolved at the AI stage before being handed off to a human agent increased.
Currently, CoopVoce's AI assistant is showing 24% growth per month, with daily usage surging. The company plans to further strengthen its collaborative model going forward, in which AI handles routine requests while human agents focus on complex cases requiring judgment and empathy.
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