NOS builds AI voice agents for customer service with ElevenLabs Text to Speech

NOS, a major Portuguese telecommunications and media company serving 1.5 million customers, is testing conversational AI voice agents powered by ElevenLabs Text to Speech to replace traditional IVR menus and provide immediate, 24/7 customer support in European Portuguese. The vendor-agnostic system integrates speech-to-text, language-model, and text-to-speech components through an open architecture, with ElevenLabs selected for its speech quality, pronunciation accuracy, expressiveness, and low latency. In an initial production rollout covering 3–5% of customers, the agents have handled about half of calls without follow-up contact, reduced time spent in automated service before human transfers by 15%, and produced double-digit increases in customer satisfaction scores. NOS is refining terminology pronunciation and exploring voice cloning while continuing to measure outcomes, improve handoffs to human agents, and eventually expand both customer-facing and internal voice automation.

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