AI BriefingRevolut Transforms Customer Support with ElevenLabs AI Agents
Key point
Revolut has adopted ElevenLabs AI agents to cut customer support resolution time by more than 8x and support over 30 languages.
Details
Revolut, a fintech company with more than 70 million customers worldwide, adopted ElevenLabs Agents to provide cost-efficient yet high-quality customer support as it scales its services. This enabled a 24/7 voice support system covering over 4 million customers across the UK and Europe, supporting more than 30 languages.
Initially, Revolut attempted to build the solution in-house, but reviewed external platforms to address platform-scale technical requirements such as real-time conversation (turn-taking), monitoring, PCI compliance, and data retention controls (zero-retention). ElevenLabs offered low latency and excellent voice quality, and enabled Revolut to directly control its existing business logic and orchestration.
The results of the adoption are as follows:
- Faster resolution time: Customer support resolution time was cut by more than 8x compared to before, dropping to under 5 minutes.
- High success rate: More than 99.7% of calls handled by the agent were completed successfully.
- Language scalability: Native-level voice support is available in more than 30 languages.
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