Customers Bank is using conversational AI to deliver faster customer support, streamline onboarding, and enhance team member experiences.
Customers Bank has announced a strategic collaboration with ElevenLabs to deploy AI-powered voice and chat agents across its customer service and internal operations. The initiative is designed to extend the bank’s high-touch service model into digital channels while providing customers and employees with faster, always-available support.
The collaboration will integrate ElevenLabs’ conversational AI technology into the bank’s customer and team member experience ecosystem. According to Customers Bank, the deployment will support intelligent interactions across voice and digital channels while maintaining the personalised service approach that has become a core part of its customer experience strategy.
“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 centre of everything we do,” said Sam Sidhu, President and CEO, Customers Bank.
Expanding AI Across Customer and Employee Experiences
Customers Bank plans to introduce a range of AI-powered capabilities, including voice and digital agents that provide always-on customer support across multiple channels. The initiative also includes conversational onboarding agents designed to simplify account opening and real-time assist agents that provide relationship managers with relevant information during customer interactions.
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The bank said these capabilities are intended to reduce wait times, improve response speeds, and deliver more consistent customer experiences while supporting employees with faster access to information.
ElevenLabs provides conversational AI technology that combines speech recognition, text-to-speech capabilities, and configurable agent orchestration to create human-like voice and chat experiences. The company said its platform is already used by enterprises across regulated industries, including financial services.
“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,” said Mati Staniszewski, Co-Founder, ElevenLabs.
Supporting the Future of Banking Interactions
The companies said the collaboration reflects a broader shift toward conversational interfaces as a primary way for customers to interact with financial institutions. By combining AI-powered support with human expertise, Customers Bank aims to improve accessibility while maintaining the quality and personalisation associated with its service model.
The announcement highlights how financial institutions are increasingly using conversational AI to modernise customer engagement, improve operational efficiency, and create more responsive banking experiences across digital channels.
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