Valiant Finance deploys ElevenLabs across customer support and campaign production

Initial out-of-hours agent successfully identified over $1.5M in commercial loan intent.

Valiant Finance connects Australian small and medium-sized businesses with financing through a panel of more than 90 lending partners, supported by a team of over 100 advisers. The company set out to remove friction from the SME lending process and needed a voice solution that could reflect the diversity of the Australian market it serves.

Valiant selected ElevenLabs for the range of authentic Australian voices available, allowing the team to tailor tone, age, and style across different use cases. The company now uses both the ElevenAgents and ElevenCreative platforms, integrated across Genesys, Zapier, and Salesforce to maintain a single view of the customer journey.

Always-on customer support for the 24/7 business owner

For SME owners, business rarely stops at 5:30 PM. Valiant deployed an out-of-hours voice agent, named Sophia, to give business owners a conversational touchpoint outside standard hours. When a customer reaches out after hours or on a public holiday, Sophia opens their file and schedules a callback with a broker, so the request is captured rather than lost overnight.

Early analysis shows Sophia handling 29% of all after-hours calls coming into Valiant.

Growing up in Western Australia, I know the east coast time-zone frustration all too well. We were never satisfied leaving people with a voicemail - now customers get a genuine value adding experience outside business hours, wherever they are.

Felix Mackenzie-Rae, COO, Valiant Finance

Integrations setup across an existing tool stack

Valiant's operations team led the integration using ElevenLabs documentation, without requiring a dedicated engineering deployment. ElevenAgents now connects across the company's existing systems, including Genesys, Zapier, and Salesforce.

Producing radio campaigns with ElevenCreative

Valiant's marketing team uses ElevenCreative to produce and iterate radio advertising, turning scripts into broadcast-ready audio. This has let the team test different messaging hooks and adjust tone without the lead times of traditional production.

Across two radio campaigns, the team developed 10 ad variants in one week. Fast audio generation meant feedback could be incorporated immediately, allowing the team to test, refine, and compare creative concepts without the cost of repeated studio recordings, turning a process that would take a month into one week.

"With ElevenLabs, we turned traditional media into a channel where we can produce, test, and iterate creative at the pace of a social campaign." - Lukas Jessop, CMO, Valiant Finance

Looking forward

Valiant is in the early stages of its ElevenLabs deployment, with two further use cases in development. The company's objective is to reduce administrative time spent on intake and knowledge-sharing tasks, so brokers can spend more time in direct conversations with business owners, and to responsibly scale support across its SME customer base.

Valiant is building an internal training agent to support broker onboarding. The team has mapped more than 45 real-world conversational edge cases from its pilot logs, including complex visa restrictions and irregular speech patterns, and plans to turn these into training simulations that let new brokers practice before speaking with live customers.

Valiant is also developing an in-hours agent to reconnect with past customers it was previously unable to support. As the lending panel has grown beyond 90 partners, the agent is intended to match historically unassisted customers against new financing options.