Customers Bank Deploys AI Voice Agents for Customer Service
Customers Bank, the nearly $26 billion subsidiary of Customers Bancorp, is rolling out AI-powered conversational agents built by ElevenLabs to handle customer and employee interactions 24/7. The collaboration launches a series of voice and chat agents designed to reduce wait times while maintaining the bank's high-touch service approach.
The bank plans to deploy three types of agents: voice and digital agents for always-available customer service, real-time assist agents that feed information to relationship managers during calls, and conversational agents that streamline account opening.
What This Means for Support Teams
For customer support professionals, this shift signals a broader industry move toward AI-assisted workflows. The agents won't replace support staff-they'll handle routine inquiries and provide context to human agents in real time. Support teams will spend less time on repetitive questions and more time on complex issues that require judgment.
ElevenLabs' platform combines speech recognition and text-to-speech models with agent orchestration, meaning the system can handle natural conversation rather than following rigid scripts. The technology is already used by enterprises in regulated industries like financial services.
The Business Case
Customers Bank has a Net Promoter Score of 81, compared to an industry average of 41. The bank ranked #1 among midsize banks on American Banker's top-performing list in 2024. Adding AI agents is meant to preserve that advantage while scaling support capacity.
Sam Sidhu, President and CEO of Customers Bank, said the collaboration lets the bank "combine cutting-edge AI with our high-touch service model, giving our customers immediate access to support while ensuring the human connection remains at the center of everything we do."
The deployment reflects a shift in how banks think about customer service infrastructure. Rather than choosing between speed and quality, institutions now expect to deliver both through AI-assisted workflows.
For support professionals looking to understand this technology, resources on AI for Customer Support and Text-To-Speech systems can provide context on how these tools work and where the industry is headed.
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