Customer support · Production

Customers Bank deploys ElevenAgents for 24/7 voice, chat, onboarding, and live-call coaching across banking operations

The problem

Customers Bank's high-touch Single Point of Contact model — where every client has a dedicated banker — needed to extend into always-on support channels as customer expectations shifted toward conversational, 24/7 service, without degrading the experience quality that earned their loyalty.

Workflow diagram · grounded in source
1
Multi-channel customer contact
trigger
“across phone, web, and mobile”
2
24/7 voice and chat support
ai_action
“A 24/7 voice and chat support agent for account inquiries, card services, and transfers across phone, web, and mobile”
3
Customer onboarding guidance
ai_action
“An onboarding agent that guides new customers through account setup”
4
Live call coaching for staff
ai_action
“A real-time coaching agent that assists contact center staff during live calls”
5
Human escalation path
human_review
“Every agent will be built with human escalation paths, ensuring a person is always one step away when the conversation calls for it”
Reported outcome

The anticipated impact includes faster answers, shorter hold times, and consistent service quality at any hour, delivered through AI agents with built-in human escalation paths.

Reported metrics
Customer response speedfaster answers
Hold timesshorter hold times
Service availability consistencyaccess to the same quality of service at 10pm as at 10am
Reported stack
ElevenAgents
Source
https://elevenlabs.io/blog/customers-bank-partnership
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The anticipated impact includes faster answers, shorter hold times, and consistent service quality at any hour, delivered through AI agents with built-in human escalation paths.

What tools did this team use?

ElevenAgents.

What results were reported?

Customer response speed: faster answers; Hold times: shorter hold times; Service availability consistency: access to the same quality of service at 10pm as at 10am (source-reported, not independently verified).

How is this customer support AI workflow structured?

Multi-channel customer contact → 24/7 voice and chat support → Customer onboarding guidance → Live call coaching for staff → Human escalation path.

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