Revolut Partners With ElevenLabs To Bolster Customer Service

The global financial technology platform Revolut has announced a strategic partnership with ElevenLabs to integrate AI agents into its customer support infrastructure.

The collaboration aims to enhance the quality and efficiency of voice-based assistance for more than 4m customers across the United Kingdom and Europe.

Revolut has deployed these native-quality voice agents to handle live calls in more than 30 languages while ensuring instant response times.

Initial results from the rollout indicate that the ElevenLabs agents can resolve customer tickets in less than five minutes.

This represents a significant improvement over previous support methods which took more than eight times longer to reach a resolution when accounting for queues.

The deployment focuses on three core functions including answering account-specific questions and managing end-to-end disputes and chargebacks.

The system utilises live customer data to provide precise information rather than generic automated responses.

Revolut maintained control over the business logic and orchestration while leveraging the voice quality and low latency provided by the ElevenLabs platform.

Julia Ponomareva, Director of CX and AI Products at Revolut, says: “Operating across nearly 40 markets, we needed a provider that could match the complexity, speed and language support required without making sacrifices on quality. 

“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.”

Scaling support through artificial intelligence

The decision to partner with an external provider followed an internal prototyping phase by Revolut's engineering team.

While the internal builds proved the concept the company determined that maintaining speech-to-text and large language models with real-time turn-taking required a platform-scale lift.

The selected ElevenLabs technology meets strict security requirements including PCI compliance and zero-retention controls for sensitive data.

The current implementation has achieved a success rate where 99.7% of calls handled by the AI agents go through successfully.

Beyond basic support the partnership is expected to explore new applications across the consumer financial journey to drive revenue experiences.

Ines Azevedo, Tech Product Owner (AI) at Revolut, notes: “We tested every major provider.

“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.

“ElevenLabs are the most responsive partner of all those we evaluated – their deployed engineers helped us move fast and accelerate time to value.”

Bringing together consumers and entertainment

Audi Revolut F1 has also paired with Elevenlabs as another Official Partner. 

The companies align on their respective goals to bring fans closer to the experience, resonating with cultures globally. 

Mati Staniszewski, Co-Founder of ElevenLabs, says: “The pinnacle of motorsport is one of the few sports that truly blends technological excellence, teamwork and elite competition. 

“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. 

“Together, we’re exploring how our technology can support the team at the track while also transforming how fans around the world experience and connect with the sport.”