ElevenLabs, the conversational AI company, is expanding beyond content creators into enterprise banking, with Customers Bank deploying AI-powered voice and chat agents across customer and employee operations. The partnership marks a significant moment for voice AI technology moving from consumer applications into regulated financial services at scale, where trust and accuracy are paramount.

Why Is a Major Bank Betting on AI Voice Agents?

Customers Bank, a nearly $26 billion subsidiary of Customers Bancorp (NYSE: CUBI), announced the strategic collaboration to enhance its customer service model by combining ElevenLabs' conversational AI with the bank's reputation for high-touch, personalized service. The bank currently maintains a Net Promoter Score of 81, compared to an industry average of 41, and has been named a top-performing bank by American Banker for five consecutive years.

The partnership reflects a broader shift in customer expectations. As banking customers increasingly demand real-time, conversational experiences available 24/7, institutions face pressure to deliver faster response times without sacrificing the human connection that builds trust. ElevenLabs' technology enables this balance by automating routine interactions while freeing relationship managers to focus on complex client needs.

"As customer expectations evolve toward real-time, conversational experiences, we see a clear opportunity to enhance how we serve our clients. Working with ElevenLabs enables us to combine cutting-edge AI with our high-touch service model, giving our customers immediate access to support while ensuring the human connection remains at the center of everything we do," said Sam Sidhu, President and CEO of Customers Bank.

Sam Sidhu, President and CEO of Customers Bank

What Specific AI Capabilities Will Customers Bank Deploy?

Customers Bank plans to roll out a series of AI-powered agents designed to streamline both customer and employee experiences across multiple touchpoints:

• Voice and Digital Agents: Intelligent, always-available customer service that operates across every channel, delivering consistent support without human intervention for routine inquiries.
• Real-Time Assist Agents: Systems that synthesize the right information and present it to relationship managers at the exact moment they need it, enabling faster decision-making during client interactions.
• Conversational Account Opening: AI agents built to naturally interact with customers, streamlining the account opening process by guiding users through steps in a conversational manner rather than through traditional forms.

These capabilities are designed to deliver faster response times, reduce wait times, and provide consistent, high-quality service across the bank's operations. The deployment represents one of the first major implementations of ElevenLabs' ElevenAgents platform in the regulated financial services sector.

How Does ElevenLabs' Technology Work in Banking?

ElevenLabs brings a research-driven approach to conversational AI by combining proprietary speech recognition and text-to-speech models with configurable agent orchestration. This combination allows the platform to deliver interactions that sound and feel human-like, a critical requirement for banking where trust is essential.

The platform is already trusted by enterprises across financial services and other regulated industries to deploy AI agents to millions of users. ElevenLabs' technology spans three main platforms: ElevenCreative for generating and editing speech, music, image, and video across 70 or more languages; ElevenAgents for deploying voice and chat agents at scale; and ElevenAPI for developer access to its leading AI audio models.

"Customers Bank has one of the most enviable customer satisfaction records in US banking. By deploying ElevenAgents across their customer experience, the bank will deliver faster, human-like interactions at scale and protect the edge they've spent years building," stated Mati Staniszewski, cofounder of ElevenLabs.

Mati Staniszewski, Cofounder of ElevenLabs

What Does This Mean for the Future of Banking?

The Customers Bank partnership reflects a shared vision to transform how customers interact with financial institutions. The collaboration signals that conversational interfaces are becoming the primary method for clients to engage with their banks, moving beyond traditional phone trees and web portals toward natural, voice-based interactions.

This shift has broader implications for the financial services industry. As AI voice technology becomes more sophisticated and trusted in regulated environments, other banks and financial institutions may follow suit, accelerating the adoption of conversational AI across the sector. The success of this deployment could establish a template for how enterprise-grade voice AI integrates with existing customer service models without replacing the human relationships that drive customer loyalty.

For ElevenLabs, the partnership represents validation of its technology in one of the most demanding use cases: financial services, where accuracy, security, and customer trust are non-negotiable. The company's ability to deliver human-like voice interactions at scale in a regulated industry could open doors to similar deployments across healthcare, insurance, and other sectors where conversational AI is increasingly valuable.