Razorpay

Razorpay adopted ElevenAgents to build outbound voice agents that communicate in Hinglish. Through this, it performs automated communication across various customer touchpoints, including churn prevention, new feature adoption, and outage management.

So far, it has completed over 35,000 calls, recording a connection rate of about 28%, achieving performance similar to human agents.

Key use cases are as follows:

• Churn Prevention: Contacts merchants whose transactions have stopped to identify the reasons for churn and provides tailored information to encourage re-engagement.
• Feature Adoption: Provides information on expanded product lines such as international payments and payroll management, and identifies customer interest in real time.
• Outage Management: Delivers fast and consistent guidance to internal stakeholders and merchants in the event of a service outage.

In particular, after each call, the post-call analysis feature automatically extracts structured data such as customer intent, reasons for churn, and interest in specific features. This data is sent to an internal analytics dashboard and used as a key metric for measuring campaign performance.

With ElevenLabs' intuitive documentation and webhook setup, Razorpay was able to build the system quickly without needing large-scale engineering support. The ability to immediately leverage advanced features such as busy-state detection, in-conversation branching, and dynamic variable injection was cited as a key strength.