Multimodal and Multilingual Conversational AI Agents in Customer Support

At the Banking Transformation Summit event, the operational strain on customer service infrastructure was highlighted as a critical challenge for modern financial institutions. Dana Muntean, Go-To-Market (GTM) at ElevenLabs, explained that the company anchors its technology directly within the customer engagement and support layer of the banking transformation journey. By working closely with progressive fintechs and lenders—including Revolut, Klarna, and the US mortgage lender Betra—ElevenLabs is helping banks fundamentally transform how they connect with their user base. The strategic objective is to eliminate traditional, high-friction support bottlenecks and ensure that consumers with urgent financial queries no longer have to wait in long queues. Instead, the solution provides immediate, real-time access to information and issue resolution on a 24/7 basis.

To enable banks to achieve this level of customer service modernization today, ElevenLabs deploys highly sophisticated, autonomous conversational AI agents built on four core technical capabilities:

• Multimodal Engagement: Capable of processing and interacting across varied communication formats.

• Multichannel Deployment: Operates seamlessly across any channel a consumer prefers, whether via phone, email, or digital chat platforms.

• Multilingual Fluency: Communicates fluidly in any language, ensuring comprehensive global accessibility.

• Continuous 24/7 Availability: Provides instantaneous, round-the-clock coverage to resolve inquiries immediately.

The live deployment of these AI agents within regulated environments like Revolut requires strict operational safeguards and backend integration. The platform plugs directly into the existing systems and tooling used by the bank, ensuring a unified data flow. To protect sensitive financial data and maintain compliance, the workflow enforces strict identity verification, requiring a customer to be properly verified before the agent enters into any conversation regarding their specific account inquiry.

Crucially, the ElevenLabs platform brings a bank’s entire legacy knowledge base to life, converting static manuals into actionable response data. The underlying system is bound by rigid, deterministic guardrails engineered to make the agent strictly Financial Conduct Authority (FCA) compliant. These safeguards ensure the software explicitly follows the bank’s internal policies and guidelines rather than inventing information.

Finally, the technology recognizes that complex or highly sensitive financial scenarios still require human empathy and judgment. If a query escalates past the automated layer, the platform passes the interaction smoothly to a live human support representative. Because the system transfers the complete conversation history and backend data, the human agent receives all the context they need to assist the customer further without requiring them to repeat their problem, optimizing internal workflows and elevating user satisfaction.

Key Highlights from Dana Muntean:

• Eliminating Support Queues: Muntean highlights how ElevenLabs agents enable banks to replace long wait times with immediate, real-time query resolution.

• Multimodal and Multilingual Reach: The deployment of 24/7 autonomous support agents capable of communicating via voice or text, across any channel, and in any language.

• Secure System Integration: How the AI seamlessly hooks into a bank’s existing toolsets while prioritizing upfront customer verification.

• Strict FCA Compliance Guardrails: Engineering specific compliance controls so that agents strictly adhere to regulatory guidelines and internal policies rather than hallucinating answers.

• Activating Corporate Knowledge: Transforming a bank’s static internal documents and databases into an active, responsive customer service asset.

• Context-Rich Human Escalation: Ensuring that when an AI agent hands off a complex query to a human employee, the complete contextual history is preserved.