Revolut Partners With ElevenLabs To Bolster Customer Service With AI Voice Agents
Revolut has partnered with ElevenLabs to roll out AI voice agents that handle live calls for more than 4 million customers across the UK and Europe. The agents operate 24/7 in 30+ languages and are resolving most tickets in under five minutes-more than eight times faster than previous methods when queue times were factored in.
What Revolut actually deployed
The focus is tight: answer account-specific questions, manage disputes, and process chargebacks end to end. The agents pull live customer data, so callers hear precise answers rather than generic scripts. Revolut kept control of the business logic and orchestration while relying on ElevenLabs for natural-sounding voices and low latency.
"Operating across nearly 40 markets, we needed a provider that could match the complexity, speed and language support required without making sacrifices on quality," said Julia Ponomareva, Director of CX and AI Products at Revolut. "We're very proud of the solution we have built together and are confident that it will continue to scale as we do - providing the best possible support for our customers."
Early results worth noting
Initial performance shows 99.7% of calls handled by the AI agents go through successfully. Average time to resolution is under five minutes. For high-volume teams, that kind of speed frees human agents to tackle nuanced cases and proactive outreach.
Why Revolut chose a partner
Revolut's engineering team prototyped internally, then decided the infrastructure needed for real-time speech-to-text, LLMs, and natural turn-taking called for a dedicated platform. ElevenLabs met security requirements with PCI compliance and zero-retention options for sensitive data, and delivered on voice quality and latency.
"We tested every major provider," said Inês Azevedo, Tech Product Owner (AI) at Revolut. "Some lacked flexibility, others missed reliability targets, and a few couldn't match the voice quality necessary where we operate. ElevenLabs delivered the best voices and lowest latency, kept us in control of orchestration, and met our security bar with PCI compliance and zero retention options."
What this means for support leaders
- Route by intent and risk: Use AI for authenticated FAQs, disputes, and chargebacks; keep edge cases and escalations with humans.
- Keep orchestration in-house: Retain control over workflows, routing, and guardrails; swap components without vendor lock-in.
- Measure like you mean it: Track AHT, FCR, CSAT, and containment rate. Add a "human handoff quality" metric to catch friction early.
- Audit security up front: Validate PCI DSS scope, zero-retention settings, data access, and redaction policies before scaling.
- Design the handoff: Make transitions to human agents fast, with context transfer and caller acknowledgment to keep trust high.
A simple playbook to pilot AI voice support
- Pick two call types with clear outcomes (e.g., balance queries, dispute status) and define "success."
- Connect to live data: CRM, risk systems, and knowledge sources with version control and approvals.
- Script guardrails: authentication steps, compliance language, escalation triggers, and sensitive-topic handling.
- Test turn-taking and latency against real call recordings; aim for natural back-and-forth, not monologues.
- Launch in one language and one market; expand only after you hit reliability and CSAT thresholds.
- Run daily QA on transcripts; tag failure modes and feed fixes back into prompts, policies, and routing.
Beyond support: a hint at broader voice experiences
ElevenLabs is also partnering with Audi Revolut F1 to bring fans closer to the action, exploring how voice tech can enhance track operations and fan engagement. As capabilities mature, expect similar voice-driven experiences to bleed into onboarding, education, and retention across financial products.
Mati Staniszewski, Co-Founder of ElevenLabs, said: "Audi Revolut F1 Team is entering Formula 1 with bold ambitions on and off the track. We share that ambition at ElevenLabs, and we're excited for the seasons ahead."
Bottom line
AI voice agents are now good enough to take live, multilingual calls at scale without tanking CSAT-if you control the orchestration, protect data, and measure the right things. Revolut's rollout shows what "production-ready" looks like: fast resolutions, high containment, and a clear line between AI and human handling.
If you're building your own AI support stack and want structured training, explore practical tracks for support leaders here: AI courses by job or get credentialed with the AI Automation Certification.
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