Call center ai · Production

Beam improves access to social services with ElevenLabs voice agents, transcription, and translation

The problem

Social services teams were overwhelmed with demand during working hours and completely unavailable outside them, leaving people in crisis to wait hours or days for a response. Documentation consumed a significant share of each social worker's day, and language barriers blocked diverse communities from accessing services.

Workflow diagram · grounded in source
1
Person initiates support call
trigger
“Beam deployed ElevenAgents so people can access time-critical social services at any time of day or night”
2
AI agent converses and labels risk
ai_action
“Informed by comprehensive locally relevant guidance, law and regulation, the agent holds a conversation, assesses the level of risk, labels it”
3
Route by risk level
routing
“flags high-priority cases for a human caseworker to prioritize during working hours. Lower-risk conversations are still captured and documented, so nothing is lost, with routine enquiries resolved immediately for the service user”
4
Generate compliant meeting docs
output
“Beam uses ElevenLabs transcription to generate compliant documentation in seconds after a meeting ends”
5
Real-time multilingual translation
ai_action
“Beam uses ElevenLabs translation to democratize access to social service, no matter the language, so everyone can get access to services without delays or drop-off”
Reported outcome

Beam achieved a 50%+ reduction in call handling time, saved 20% of frontline worker time through automated documentation, and extended service availability to 24/7, 365 days a year.

Reported metrics
Call handling time reduction50%+
Frontline worker time saved20%
Service availability24/7, 365 service availability
weekly meetings supported (UK Local Government)more than 130,000 meetings a week
Reported stack
ElevenAgentsGuardrailsSTTLLMTTS
Source
https://elevenlabs.io/blog/beam
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Beam achieved a 50%+ reduction in call handling time, saved 20% of frontline worker time through automated documentation, and extended service availability to 24/7, 365 days a year.

What tools did this team use?

ElevenAgents, Guardrails, STT, LLM, TTS.

What results were reported?

Call handling time reduction: 50%+; Frontline worker time saved: 20%; Service availability: 24/7, 365 service availability; weekly meetings supported (UK Local Government): more than 130,000 meetings a week (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Person initiates support call → AI agent converses and labels risk → Route by risk level → Generate compliant meeting docs → Real-time multilingual translation.

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