CoopVoce adopts ElevenLabs voice AI for support calls

CoopVoce, a leading mobile virtual network operator in Italy, has enhanced its customer service experience by integrating ElevenLabs' Text to Speech technology into its AI-powered virtual assistant. This integration, implemented through the ElevenAPI platform, addresses the challenge of delivering natural and conversational voice interactions, which were lacking in previous synthetic voice solutions. Since its deployment, the virtual assistant has significantly improved customer engagement, handling over 1.75 million API calls and generating over 3,729 hours of audio, with a notable 24% month-over-month increase in usage. The assistant has also achieved a 10% increase in customer willingness to engage, a 15-second increase in average conversation duration, and a 3–4% improvement in containment rate, allowing more issues to be resolved without human intervention. CoopVoce views voice as an essential component of customer support, aiming to blend automation with human specialists to manage both routine inquiries and more complex cases requiring empathy and judgment.

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