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
Author: ElevenLabs
Reviewed by: Robyn Coppell
Published On: 3rd Jun 2026
Read more about - Call and Contact Centre Events, ElevenLabs
