Sales outreach · Production

Razorpay scales outbound merchant engagement with ElevenAgents

The problem

Razorpay serves millions of merchants across India at varying stages of onboarding and growth, and delivering timely, consistent, personalized outreach across regions and languages at that scale is an operational challenge.

Workflow diagram · grounded in source

Campaign identifies target merchants

trigger

“Razorpay deployed ElevenAgents to power outbound voice agents in Hinglish across churn recovery, feature adoption, and incident management.”

AI voice agent conducts Hinglish call

ai_action

“The deployment runs entirely in Hinglish - the natural code-switching between Hindi and English that is standard in Indian business communication. Razorpay's merchants expect conversation that reflects the way business is actually conduc…”

Post-call structured data extraction

ai_action

“Using our post-call analysis capabilities, Razorpay defines custom data extraction fields per campaign - merchant intent level, drop-off reason, interest in specific features - and has them automatically populated from call transcripts.”

Structured data feeds analytics dashboard

integration

“This structured data feeds directly into Razorpay's internal analytics dashboard, which has become the source of truth for measuring outbound campaign impact.”

Insights drive scalable campaign actions

feedback_loop

“enabling the growth team to identify patterns and take more informed, scalable actions rather than relying on one-off interventions”

Reported outcome

Razorpay completed 35,000+ outbound calls across five or more campaigns, achieving close to 28% connection rate on par with human call center benchmarks, with early results indicating improved reactivation rate and churn reduction.

Reported metrics

Outbound calls completed35,000+

Connection rateclose to 28%

Reactivation rateimproved reactivation rate

Churnchurn reduction

Reported stack

ElevenAgentsElevenLabs

Source

https://elevenlabs.io/blog/razorpay

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Razorpay completed 35,000+ outbound calls across five or more campaigns, achieving close to 28% connection rate on par with human call center benchmarks, with early results indicating improved reactivation rate and ch…

What tools did this team use?

ElevenAgents, ElevenLabs.

What results were reported?

Outbound calls completed: 35,000+; Connection rate: close to 28%; Reactivation rate: improved reactivation rate; Churn: churn reduction (source-reported, not independently verified).

How is this sales outreach AI workflow structured?

Campaign identifies target merchants → AI voice agent conducts Hinglish call → Post-call structured data extraction → Structured data feeds analytics dashboard → Insights drive scalable campaign actions.