Greek lender Alpha Bank is expanding its partnership with AI voice technology company ElevenLabs with the rollout of an artificial intelligence-powered voice assistant designed to make customer service faster, more natural and easier to navigate.
A More Direct Route To Support
Instead of guiding customers through multiple menu options and automated prompts, the new system allows them to describe their request in natural language before being connected to the most appropriate adviser. Alpha Bank says the approach is expected to reduce the time it takes customers to reach the right member of staff.
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With the launch, Alpha Bank becomes the first bank in Greece to deploy ElevenLabs’ voice technology at scale for customer service. The initiative forms part of the bank’s broader strategy to use artificial intelligence to strengthen, rather than replace, its customer-centric model.
Designed To Sound Familiar And Human
The bank says the technology is intended to support faster, more personalised service while complementing its existing network of specialist advisers. In collaboration with ElevenLabs, Alpha Bank developed a distinctive voice identity aimed at making interactions sound more familiar and natural.
The solution is powered by ElevenLabs’ ElevenAgents technology, which the bank said streamlines communication by enabling more direct, accessible conversations. The project is being implemented by ElevenLabs consultants, with support from Alpha Bank partners Barphone and SmartRep.
From Telephone Gateway To Digital Channels
The voice assistant will first be introduced through the bank’s customer service telephone gateway, before being extended across its broader digital contact points. It supports conversations in both Greek and English, handling the opening stage of the interaction before transferring customers to a specialist adviser when needed.
Customer experience has remained the central design principle throughout the project, according to the bank, with a focus on natural speech, seamless dialogue and minimal effort for users.
The same AI-generated voice will also be integrated into Alpha Bank’s e-banking and mobile banking chatbot, allowing customers who currently use text-based chat to move toward voice interaction in the near future. Alpha Bank said conversational understanding in the chatbot is powered by Moveo.ai, while ElevenLabs provides the voice layer.
Building A Broader Innovation Ecosystem
“Alpha Bank is developing a dynamic ecosystem that combines talent, technologies and partnerships to deliver projects at the forefront of developments in the banking sector,” chief executive Vassilios Psaltis said.
“Our partnership with ElevenLabs strengthens our ability to offer every customer faster and more natural access to personalised support, while delivering an overall experience that reflects Alpha Bank’s identity,” he added.
ElevenLabs co-founder Mati Staniszewski said: “We are proud to work with Alpha Bank to provide an artificial intelligence voice assistant that delivers fast and natural customer service through a voice that faithfully reflects the bank’s identity.”
He added that the company was pleased to see ElevenAgents deployed more broadly across European banking.
Alpha Bank said the collaboration reflects its continued investment in advanced technologies, strategic acquisitions and partnerships with leading technology companies, fintech firms and customer-facing platforms.
