Behind the Agent: How Urban Company Automated Partner Support at Scale – Webinar

Date: 09 June 2026 | 11:30 AM – 12:15 PM GMT+1

Location: Virtual

Voice AI is rewriting the rules of customer operations at scale.

Urban Company is proof of what happens when a team builds for it.

In this session, Vinay Srinivas (ElevenLabs) sits down with Abhishek Thakur (Voice AI Lead, Urban Company) for a behind-the-scenes look at one of India’s most ambitious voice AI deployments.

We’re skipping the theory and going straight to the build: how a recently IPO’d company replaced hundreds of manual agents with voice AI that gig workers can’t distinguish from a human, across hundreds of thousands of calls every month.

What You’ll Learn

• Why voice is the only channel that works for India’s gig workforce, and how Urban Company proved it at production scale
• The voice quality bar that makes or breaks trust: what failed, what worked, and the technical hacks that closed the gap
• Three live use cases powering UC’s partner operations today
• Scaling across 7 languages in India, and why multilingual is a prerequisite, not a feature
• Real metrics: call volume pre vs. post agent, partner NPS, cost per interaction, and what changed

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Reviewed by: Robyn Coppell