How we solve 22,000 support tickets monthly via ElevenAgents

ElevenLabs describes using its ElevenAgents platform to automate customer support, reportedly resolving more than 22,000 tickets per month, handling 65% of tickets end to end, reducing initial response time to about 60 seconds, and receiving positive ratings on 70% of AI-managed conversations. The agent processes text, screenshots, and PDFs, accesses account data through customizable webhook tools, performs actions, supports extended conversations, and escalates cases requiring human assistance. The company converted existing support playbooks into repeatable Procedures, using Structured Procedures for deterministic high-risk tasks such as refunds, while channel-specific settings tailor interactions for email and voice. ElevenLabs tested the agent across approximately 50 common support scenarios, used shadow mode before deployment, and continuously improves it through the Architect natural-language builder, which analyzes escalation causes, recommends updates, and creates regression tests before changes are released.

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