Robot voice undercut accurate answers: callers tuned out. Natural voice changed that — more engaged, longer calls, fewer human handoffs.
One of Italy's largest mobile virtual network operators, part of the Coop Italia cooperative, with an AI virtual assistant already deployed on its 188 customer care line capable of understanding requests and retrieving company knowledge.
The assistant was technically capable, but synthetic voice quality was the remaining barrier: even accurate answers felt distant and impersonal when...
“Artificial intelligence is transforming customer service, but technology alone is not enough. The quality of the interaction ultimately determines whether customers choose to engage with AI or avoid it. By integrating ElevenLabs' voice technology into our conversational AI platform, we've taken an important step toward making every conversation feel more natural, intuitive and trustworthy. This is the direction we believe customer experience is heading.”
Mobile virtual network operator (MVNO) providing telecommunication services in Italy.
AI voice synthesis platform for text-to-speech, dubbing, and voice cloning.
CoopVoce's Customer support calls is part of this use case:
Related implementations across industries and use cases
Building voice AI in-house proved too complex. Now, agents resolve disputes and support calls for 4 million customers.
Without emotional warmth, users felt self-conscious during personal AI chats. Expressive text-to-speech made conversations feel human.
Reps manually skimmed 12-page articles to resolve cases. Now, an AI assistant synthesizes live data to deliver answers in seconds.
Building voice AI in-house proved too complex. Now, agents resolve disputes and support calls for 4 million customers.
Order inquiries piled up. A bilingual voice bot now resolves delays and refunds in Hindi and English with human-like warmth.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Manual fine-tuning held back deployment. Automated optimization cut inference time 63% and agent routine work by over 50%.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Manually evaluating high call volumes was slow and inaccurate. Now, AI extracts sentiment so sales teams can refine their outreach.
Robot voice undercut accurate answers: callers tuned out. Natural voice changed that — more engaged, longer calls, fewer human handoffs.
One of Italy's largest mobile virtual network operators, part of the Coop Italia cooperative, with an AI virtual assistant already deployed on its 188 customer care line capable of understanding requests and retrieving company knowledge.
The assistant was technically capable, but synthetic voice quality was the remaining barrier: even accurate answers felt distant and impersonal when...
“Artificial intelligence is transforming customer service, but technology alone is not enough. The quality of the interaction ultimately determines whether customers choose to engage with AI or avoid it. By integrating ElevenLabs' voice technology into our conversational AI platform, we've taken an important step toward making every conversation feel more natural, intuitive and trustworthy. This is the direction we believe customer experience is heading.”
Mobile virtual network operator (MVNO) providing telecommunication services in Italy.
AI voice synthesis platform for text-to-speech, dubbing, and voice cloning.
CoopVoce's Customer support calls is part of this use case:
Related implementations across industries and use cases
Building voice AI in-house proved too complex. Now, agents resolve disputes and support calls for 4 million customers.
Without emotional warmth, users felt self-conscious during personal AI chats. Expressive text-to-speech made conversations feel human.
Reps manually skimmed 12-page articles to resolve cases. Now, an AI assistant synthesizes live data to deliver answers in seconds.
Building voice AI in-house proved too complex. Now, agents resolve disputes and support calls for 4 million customers.
Order inquiries piled up. A bilingual voice bot now resolves delays and refunds in Hindi and English with human-like warmth.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Manual fine-tuning held back deployment. Automated optimization cut inference time 63% and agent routine work by over 50%.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Manually evaluating high call volumes was slow and inaccurate. Now, AI extracts sentiment so sales teams can refine their outreach.