PortugalTechnology and telecom2026 – ongoing

NOS

ElevenLabs voice agents replacing IVR menus (test on 3-5% of customers)

NOS tested AI voice agents in place of phone menus on 3-5% of customers, and the agents handled about half of test calls, per ElevenLabs

In progressVendor case studyVendor ↗

Problem

NOS customers calling support went through a static IVR menu before reaching an agent or an answer.

Approach

NOS built conversational voice agents on ElevenLabs text-to-speech, using the Eleven v4 model for natural European Portuguese. It ran the test in production on 3% to 5% of its customer base. NOS planned to expand gradually.

Results

about 50%share of test calls the voice agents handled, counted as the customer ending the call and not calling back, per ElevenLabsVendor case study[1]

15% shortertime spent with the voice agent before a transfer to a person, compared with the old IVR, per ElevenLabsVendor case study[1]

Takeaway

NOS counted a call as handled only if the customer hung up and did not call back, a stricter test than simple call completion.

Sources

NOS cria agentes de voz com IA para atendimento ao cliente com o Text to Speech da ElevenLabs
ElevenLabs28 Sep 2026Vendor publication

Source summaries

[1]ElevenLabs28 Sep 2026

The vendor's customer story says NOS is testing voice agents on 3% to 5% of its customers. It reports about 50% of test calls handled and a 15% shorter time before human transfer than with the old IVR. It also mentions satisfaction gains without giving a figure.

Full details are in the original sources.

Added 2 Nov 2026 · Updated 2 Nov 2026