CoopVoce brings natural voice AI to its customer support calls with ElevenLabs Text to Speech

Within days of deployment, CoopVoce saw a 10% increase in customer willingness to engage with its AI assistant

CoopVoce is one of Italy's largest mobile virtual network operators, part of the Coop Italia cooperative. The company had already built a virtual assistant capable of understanding customer requests, accessing company knowledge, and guiding callers toward the right solution over the phone. The remaining barrier was voice: even accurate answers can feel distant when delivered by a synthetic voice. CoopVoce integrated ElevenLabs Text to Speech through the ElevenAPI platform to close that gap.

Voice quality that reduces the distance between customers and automation

CoopVoce evaluated several providers before selecting ElevenLabs, citing the naturalness, expressiveness, and conversational quality of the voices as the deciding factor. Today, callers to CoopVoce's 188 customer care line interact with an AI-powered virtual assistant that answers questions, retrieves information, and resolves an increasing share of requests through natural voice conversation, transferring more complex cases to a human specialist when needed.

[Insert audio sample: a customer call with the CoopVoce AI assistant]

Measurable gains in customer trust and engagement

Since launch, the assistant has generated more than 3,729 hours of audio and handled over 1.75 million API calls, with daily usage growing 24% month-over-month.

Within days of deployment, CoopVoce recorded:

• A 10% increase in customer willingness to engage with the AI assistant.
• An increase of approximately 15 seconds in average conversation duration, reflecting greater engagement.
• A 3–4% improvement in the assistant's containment rate, allowing more requests to be resolved before escalation to a human agent.

"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." 

– Matteo Gamberini, Head of Customer Experience & Operations, CoopVoce

Looking ahead

CoopVoce views voice as a core interface for customer support rather than a single feature, and expects it to remain one of the most direct ways for customers to reach the company as its conversational AI platform matures. The company's approach keeps automation and human specialists working together, with the assistant handling routine requests and human agents focusing on cases that require judgment and empathy.