ElevenLabs, the AI voice platform behind realistic speech synthesis, is partnering with European digital insurance company Ominimo to deploy conversational voice assistants that can handle everything from policy updates to claims reporting. The partnership marks a significant shift in how insurance companies approach customer service, moving beyond scripted automated systems to AI agents that understand natural language and can execute customer-specific tasks in real time.

What Makes This Partnership Different From Traditional Call Centers?

For decades, insurance customers calling for support encountered Interactive Voice Response (IVR) systems, the automated menus that force you to press buttons or say keywords to navigate options. Ominimo's new voice assistants, powered by ElevenLabs' technology, work fundamentally differently. Instead of following rigid scripts and limited databases, these AI agents can reason through customer requests, understand context, and respond naturally to questions asked in everyday language.

The technology operates with ultra-low latency, meaning customers get near-instant responses without the typical delays of traditional systems. ElevenLabs' proprietary deep learning models enable real-time language detection and seamless switching across more than 70 languages, allowing Ominimo to serve global customers without transfers or translation delays.

What Tasks Can These AI Voice Assistants Actually Perform?

Beyond answering general questions, Ominimo's voice assistants will handle concrete customer requests that previously required human intervention. The capabilities include:

• Payment and Documentation: Providing payment confirmations, green cards, and coverage certificates instantly to customers
• Policy Management: Updating policy details and vehicle information without requiring customers to navigate menus or wait for callbacks
• Claims Processing: Reporting claims and initiating the claims process through natural conversation
• 24/7 Availability: Handling customer interactions around the clock with consistent service quality

Ominimo's founder and CEO Dušan Komar emphasized the sophistication of the approach.

"What is really impressive about this technology is how well it understands natural language and how effortlessly it can communicate with customers, while actually executing customer-specific requests," stated Dušan Komar, Founder and CEO of Ominimo.

Dušan Komar, Founder and CEO of Ominimo

Why Is This Significant for the Insurance Industry?

The partnership arrives at a pivotal moment for Ominimo. The company recently closed its Series B funding round at a $1.6 billion valuation, making it the first fintech unicorn in Serbia. The company has also announced a strategic partnership with Zurich Insurance Group, one of the world's largest insurance providers. For Ominimo, deploying globally scalable AI models capable of handling complex customer tasks is essential to its expansion plans across Europe and into the United States market.

The business case is compelling. Komar noted that Ominimo's ambition is to eventually handle close to 100% of customer interactions through these voice assistants, while always offering customers the option to speak with a live agent when needed. From an operational perspective, this approach provides infinite capacity, immediate scaling without hiring delays, and secure handling of sensitive customer information.

How to Implement AI Voice Assistants in Your Organization

While this partnership is specific to Ominimo, the deployment model offers insights for other enterprises considering similar implementations:

• Assess Your Use Cases: Identify which customer interactions are repetitive, rule-based, or involve standard information retrieval, as these are ideal candidates for AI voice automation
• Evaluate Language Requirements: If serving global customers, prioritize platforms supporting multiple languages with real-time switching capabilities to avoid translation delays
• Plan for Escalation: Design workflows that seamlessly transfer complex issues to human agents, ensuring customers never feel trapped in an automated system
• Test Natural Language Understanding: Verify that the AI platform can handle variations in how customers phrase requests, not just exact keywords or scripted phrases

What Does This Mean for ElevenLabs' Market Position?

ElevenLabs already serves major fintech companies including Revolut, Klarna, and Stripe, providing lifelike AI speech for enterprise applications globally. The Ominimo partnership extends the company's reach into the insurance sector, demonstrating that its voice AI technology can handle complex, task-oriented conversations beyond simple customer service inquiries. As more enterprises recognize the operational benefits of conversational AI, partnerships like this one signal growing mainstream adoption of voice AI technology in regulated industries.

The shift from scripted IVR systems to reasoning AI agents represents a meaningful change in how customers interact with large organizations. For Ominimo, the technology enables the company to scale customer support without proportional increases in headcount, a critical advantage as it pursues aggressive expansion across multiple continents.