Alpha Bank plans to launch its new AI-powered voice assistant by the end of July as part of an expanded partnership with ElevenLabs, the bank announced.
The service will initially be deployed at the bank’s call center, which handles around 4 million customer calls annually, before being gradually rolled out across all digital service channels, including e-banking and mobile banking.
Alpha Bank said it will become the first bank in Greece to deploy ElevenLabs’ AI Voice technology at scale for customer service.
The expanded collaboration aims to enhance the customer experience through artificial intelligence by providing a voice service that sounds natural and allows customers to communicate without navigating predefined telephone menus.
The new voice gateway will enable customers to describe any banking request in natural language, either in Greek or English. The system will analyze the conversation and route each call directly to the appropriate specialist team, reducing misdirected calls, unnecessary transfers and the time required to reach the right service representative.
Alpha Bank and ElevenLabs have jointly developed a new branded voice designed to reflect the bank’s identity while delivering a more natural and familiar customer interaction.
ElevenLabs’ voice technology is integrated with Moveo.ai’s natural language understanding platform, while Barphone/Genesys and SmartRep are also participating in the implementation.
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