Revolut selects ElevenLabs Agents to bolster customer support

Revolut serves more than 70 million customers across the globe. As the company scales, the team needed a way to continue offering premium-grade support without sacrificing cost discipline, quality, compliance, or control.

Revolut deployed ElevenLabs Agents to enhance its customer support across the UK and Europe, scaling coverage to more than 4 million customers. In the first phase of rollout, Revolut’s agents cut time-to-resolution by more than 8 times. The deployment enables Revolut to serve customers in more than 30 languages with native-quality voice agents that respond instantly, 24/7.

Revolut’s digital-first support is efficient, but the team also wanted to provide high quality voice powered support on a larger scale. As an engineering-first team, Revolut started with an internal build. Prototypes proved the concept, but productionizing speech-to-text, large language models, and text-to-speech models with real-time turn taking, testing and monitoring, and PCI/zero-retention controls was a platform-scale lift, so the team evaluated external platforms.

A secure, natural AI agent front line that feels human

Revolut deployed ElevenLabs Agents as its first line of voice support for customers in the UK and Europe. The ElevenLabs agent handles live calls, detects and switches languages in real time, and connects securely to proprietary systems ​​to handle three core jobs: answer FAQs about accounts and Revolut services with account-specific context, use live customer data to give precise - not generic - responses, and wherever possible, manage disputes and chargebacks end to end. 

From day one, Revolut kept control of orchestration and business logic while utilising our voice quality, turn-taking, and reliability.

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.

- Julia Ponomareva - Director of CX and AI Products - Revolut

Why ElevenLabs

Revolut evaluated multiple vendors and selected ElevenLabs Agents after head-to-head evaluations. 

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.

- Ines Azevedo - Tech Product Owner (AI) - Revolut

ElevenLabs provided a platform Revolut could build on, not a black box, and a commercial model that made conversational agents viable at scale, easily deployed across regions and languages. We also slotted into their existing chat and digital AI stack via secure orchestration and APIs, so they kept their in-house logic and models without rebuilding anything.

In addition, Revolut found great partnership working with our Forward Deployed Engineers. 

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

- Ines Azevedo - Tech Product Owner (AI) - Revolut

Impact and results

ElevenLabs Agents are able to solve tickets in less than 5 minutes, while on average tickets handled by previous agents took 8x the time or more (including queues and not accounting for complexity of issues). More than 99.7% of the calls handled by agents go through successfully. These gains compound at scale, creating a premium voice channel at a competitive price. 

What’s next

In addition to scaling ElevenLabs Agents to support customers globally, Revolut is exploring new applications across the consumer financial journey. 

Revolut wanted to give customers what they actually want - a fast, natural conversation with someone who can help. With ElevenLabs Agents, the company delivered a premium voice service that meets the bar for cost, compliance, and control while creating space for new revenue-driving experiences.