Eleving Group teams up with tech startup Chaseit to introduce AI voice agents at call centers

Eleving Group teams up with tech startup Chaseit to introduce AI voice agents at call centers 

Eleving Group, an international financial technology company listed on the Frankfurt and Riga stock exchanges, has partnered with Lithuania-based technology startup Chaseit to introduce artificial intelligence (AI) voice agents at its call centers. Following a successful pilot roll-out, during which the performance of AI English voice agents was tested, Eleving Group is moving ahead with Chaseit by introducing AI voice agents in multiple markets and different languages. 

“The group companies currently have more than 470,000 active customers, which means that its call centers handle loads of information daily. To help our customer service teams, we did a test run of AI voice agents at our call centers. The initial results are very positive—voice agents can make more than 20,000 calls per day, a volume that would require about 100 operators to handle. Based on these positive results, we are now beginning to roll out voice agents across multiple markets and in different languages. Romania is the first non-English-speaking country where AI voice agents will be introduced as part of everyday operational processes,” explains Modestas Sudnius, CEO of Eleving Group. 

AI voice agents are part of Eleving Group’s digital transformation program, within which the company is systematically introducing various AI solutions to improve process efficiency. Eleving Group has been using machine learning models for years to assess customer creditworthiness and analyze credit risk. Eleving Group’s management believe that AI voice agents are well suited for handling standardized inquiries, letting customer service and customer payment collection specialists engage in more complex matters. 

“We believe that within two years, up to 90% of call center operations can be automated using AI voice agents, given the organization is ready for such transformation. The key advantages of AI voice agents include 24/7 availability, including holidays and weekends, and smooth operation. By utilizing AI voice agents, we can speed up call center operations and improve the quality of customer service. We are pleased to team up with Eleving Group, as it gives us a chance to test our technology across different languages and markets,” says Lukas Kairevičius, Founder of Chaseit.