From the source
ElevenLabs compared voice calls with chat sessions across hundreds of production agents and says voice resolved complex support conversations more often and faster than text.
- In conversations longer than two minutes, voice succeeded 32% more often than chat, and successful long voice calls averaged 4.6 minutes against 7 minutes for chat.
- Chat kept a slight edge in short conversations, doing better by about 9 percentage points under a minute, while the two channels were fairly even between one and two minutes.
- Latency drove much of the difference: across 315 agent conversations that switched to a faster LLM, a 16% reduction in average end-to-end latency correlated with a 26% lift in success rate, and calls ending within 15 seconds fell from 21.1% to 3.8%.
- In a simulated canceled-flight study, 85% of 98 participants said they preferred voice, naming speed of resolution and empathy.
- The company says it is building ElevenAgents as one agent with the same knowledge and integrations across voice and chat.
