Behind the Agent: How Urban Company Automated Partner Support at Scale

Voice AI is rewriting the rules of customer operations at scale. Urban Company is proof of what happens when a team builds for it. In this session, Vinay Srinivas (ElevenLabs) sits down with Abhishek Thakur (Voice AI Lead, Urban Company) for a behind-the-scenes look at one of India's most ambitious voice AI deployments. We're skipping the theory and going straight to the build: how a recently IPO'd company replaced hundreds of manual agents with voice AI that gig workers can't distinguish from a human, across hundreds of thousands of calls every month. What you'll learn - Why voice is the only channel that works for India's gig workforce, and how Urban Company proved it at production scale - The voice quality bar that makes or breaks trust: what failed, what worked, and the technical hacks that closed the gap - Three live use cases powering UC's partner operations today - Scaling across 7 languages in India, and why multilingual is a prerequisite, not a feature - Real metrics: call volume pre vs. post agent, partner NPS, cost per interaction, and what changed