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  • AI & Efficacy: What Works, What Doesn’t, and What We Need to Know

AI & Efficacy: What Works, What Doesn’t, and What We Need to Know

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CX Network March 2026

How Top Brands are Introducing Voice Agents for Faster Resolution Times

Customer expectations have fundamentally shifted. CX Network research finds that two thirds of practitioners expect demand for instant, convenient service to dominate strategy in 2026 - yet automation alone doesn't build loyalty. The brands winning on customer experience aren't choosing between scale and quality. They're delivering both. Voice is the fastest path from customer intent to resolution. Speaking is the richest and most natural way humans communicate - and AI can now not only understand language, but respond with the tone, empathy, and precision that customers expect from the best human agents. In this session, ElevenLabs will use real-world deployments at Klarna, Revolut, and Deliveroo to show where voice AI is driving measurable impact - and what it takes to deploy successfully at scale. They will cover how these brands achieved faster resolution times and better outcomes for millions of customers with voice agents. Attendees will learn: - Why voice is the fastest path from customer intent to resolution, and how to build a roadmap that balances automation with loyalty-building experiences - How Klarna, Revolut, and Deliveroo deployed voice AI to achieve faster resolution times and measurably better customer outcomes - Where voice AI delivers the greatest impact across the customer journey, and the deployment decisions that determine whether it scales or stalls

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Behind the Agent: How Learna Scales Voice Learning with ElevenLabs

Behind the Agent: How Learna Scales Voice Learning with ElevenLabs

Language learning only works if it sounds real. For Learna, getting voice right was critical. Learna puts users in FaceTime-like conversations with an AI tutor, and the quality of that voice directly determines whether users stick around and pay. After running a live A/B test against their legacy TTS system, the results were clear: 9% uplift in trial conversion and 11% uplift in lifetime value. In this session, their team walks through how they think about voice as a growth lever - across multiple languages, multiple apps, and multiple use cases. You'll walk away with: - How voice quality directly impacts conversion and LTV - and how to test for it - What it takes to scale natural, low-latency voice across Spanish, Turkish, Arabic and beyond - How Codeway built a shared voice infrastructure across a multi-app portfolio

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