ElevenLabs - enhinganc customer experience, automating operations, and scaling multilingual voice interactions
Oscar Lanzendorf, two-time founder and GTM leader. Built VOYZ (voice messaging) and WeGoDm (digital media-as-a-service). In VC, he worked alongside F1 world champion Nico Rosberg at Shark Tank Germany and, as employee #4 at Rosberg Ventures, helped scale to $100M AUM in under two years. Today, he leads GTM at ElevenLabs, helping airlines enhance customer experience, automate operations, and scale multilingual voice interactions in 70+ languages in real time.
Transcript
Actor:Good morning.
Oscar Lanzendorf:My name is Oscar from the company ElevenLabs, and at ElevenLabs, we believe that the greatest travel deserves the greatest voices. We're essentially an AI voice company powering the most compelling AI voice agents, and we always live by the mantra of show, don't tell. So I prepared a demo video that is going to do the talking for me in this case.
Jennifer:Hey there, I'm Jennifer with Eleven Airlines, and how can I help you today?
Actor:Jennifer, my flight just got canceled and I'm stuck here in Orlando. At this rate, I'm going to be missing my daughter's birthday. This is ridiculous.
Jennifer:Yeah, I hear you, and I'm so sorry about that. Let's figure out what's going on, okay? Um, could you please tell me which flight this was?
Actor:Yeah, this is flight MD412.
Jennifer:Great, thanks. Okay, just pulling that up now. Okay, yeah, I see it. 3 cancellations on one trip. That's, uh, yeah, that's not the experience you should be having. I'm gonna fix this, okay? Let me just see what I've got.
Actor:Well, realistically, what kind of options do you have for me?
Jennifer:Okay, so here's where we're at. I can book you on the same flight route tonight, but I'm gonna be honest with you, that route's been a mess all week, and, uh, I wouldn't trust it. Yeah, not for something like this. The other option is I reroute you through Charlotte first thing tomorrow morning. You'd land by noon. It's a longer day, but you're getting home.
Actor:Just give me the one that's actually gonna get me there.
Oscar Lanzendorf:Okay, I stopped the video there just because it goes a little bit longer. But essentially, as you can see, this is like a pretty normal scenario that a lot of your customers are facing, and our agents can actually mitigate that. So ElevenLabs basically was founded in 2022, and the product you've just seen is part of our Eleven Agents. And Eleven Agents are conversational AI agents that basically speak like a human, can do most of the tasks a human can do on the phone through AI. They're fully connected to your data and allow therefore to have full control over all the flows that you want your customer support team to have when speaking with customers. A couple of the use cases we see apart from customer support is booking agents, appointment scheduling, and many more. We currently count 40 million active users to our platform. We were last valued at $11 billion, and we can proudly say that more than 75% of Fortune 500 companies are customers. These also include companies like Deutsche Telekom, Revolut, Klarna, and also eDreams and Etihad, which we will announce very soon. And also, just as a little piece of information, many other airlines are also in the talks with us, and some of them will be announced, of which many are also in this room. A couple of use cases where we see that AI agents are going to have massive impact in the aviation industry is going to be inbound customer support. So essentially, anytime a customer calls you, you can wave goodbye to the moments when you had long wait times or you were routed through an IVR. This is essentially something that can be brought down to zero. We basically speak 70+ languages. We connect to your data and we allow you to have full control over the workflows that you want to put your customers through. This way you bring hallucination from an LLM, which is essentially the AI, down to zero. A second use case we see, which provides you a complete new opportunity to communicate with your customers, is outbound calling. And the value for this is that you can actually do a lot of upselling. You can speak with your customers and you can engage with them on a completely new form and capture more data in order to make your customer experience and relationships stronger. And lastly is training, because we see that a lot of aviation companies have a very long training time when it comes to onboarding new employees. With our agents, you can upload your entire knowledge base and you can have it train your employees at any time and have the ramp-up go extremely fast. Of course, aviation is a very heavily regulated industry, and where would be compliance at this stage? We're one of the most trusted AI partners in the market, and we take compliance extremely serious. Also, we're a European company by heart, founded by 2 Europeans in Poland. We basically check the boxes for a lot of things when it comes to where servers are based. We offer the US, EU, India, and many other locations. We're enterprise ready, and we basically offer many of the certificates that many of you need in order to comply with compliance. Because we want to allow you to focus more on your customers than to get stuck in compliance. And with having said that, I thank you for your time. I look forward to connecting with you, and if you have any questions, I'll be outside.
Actor:Thank you.
Oscar Lanzendorf:Thank you, Oscar.
Copyright policy: All transcripts on this site are the copyright of CAPA - Centre for Aviation. Our reproduction policy is as follows: you may quote up to 400 words of any transcript on the condition that you attribute the transcript to CAPA - Centre for Aviation and link to the original video page. All other use is prohibited. While we aim for 100% accuracy in the transcript, there may be some minor transcribing errors.