ElevenLabs Details AI Contact Center Automation with Klarna and Rohlik Case Studies

ElevenLabs outlines how AI contact center automation addresses agent burnout, which reaches 46% turnover in 2026, three times the industry average. Unlike traditional IVR systems, AI-driven solutions utilize machine learning, deep learning, and generative AI to handle customer interactions across voice, SMS, and email with minimal human intervention.

Key Performance Metrics

Data from ElevenAgents implementations highlights significant efficiency gains in specific deployments:

• Klarna: Achieved up to 10x faster resolution for informational queries.
• Rohlik: Handled 90% of customer communications automatically.
• Getmobil: Resolved 75% of interactions end-to-end without human escalation.

Case Study Highlights

• Klarna: The fintech company serving 35 million US customers achieved up to 10x faster resolution for informational inquiries. The system supports low-latency natural conversations and ensures GDPR compliance with data residency options.
• Rohlik: This grocery retailer serving 3 million customers across five European countries automated 90% of hotline calls. Their agent, Maia, uses the Model Context Protocol to execute over 30 backend actions, aiming for a 50% reduction in operational costs while maintaining customer satisfaction.
• Getmobil: A Turkish refurbished electronics marketplace with 32,000+ merchants achieved a 75% first contact resolution rate and a 60% reduction in contact center costs. The platform natively supports voice, web chat, and WhatsApp.

Implementation and Selection Criteria

The article recommends starting with narrow, high-volume use cases like order status checks before expanding. Key selection criteria for AI tools include real-time performance with low latency, deep CRM integration, and clear escalation paths to human agents. Compliance with regulations like the EU AI Act requires explicit disclosure of AI usage and transparent data privacy policies regarding the use of conversation data for training.