WEST READING, PA — Customers Bank (NYSE: CUBI) is deploying artificial intelligence-powered voice and chat agents through a partnership with ElevenLabs as regional and national banks increasingly invest in automation to meet demand for faster customer service and operational efficiency.
The bank, a subsidiary of Customers Bancorp (NYSE: CUBI) with nearly $26 billion in assets, stated that the collaboration will introduce AI-driven customer service and internal support tools across its operations.
The initiative is designed to expand the bank’s digital service capabilities while maintaining its existing relationship-based banking model. Planned deployments include customer-facing voice and digital agents, AI tools that provide real-time information to relationship managers, and conversational systems intended to streamline account-opening processes.
“As customer expectations evolve toward real-time, conversational experiences, we see a clear opportunity to enhance how we serve our clients,” Customers Bank President and CEO Sam Sidhu said. “Working with ElevenLabs enables us to combine cutting-edge AI with our high-touch service model.”
The move reflects a broader trend across the banking industry, where financial institutions are increasingly adopting generative AI and conversational technologies to reduce response times, improve service availability, and automate routine tasks.
ElevenLabs develops conversational AI systems that combine speech recognition, voice synthesis, and automated workflow capabilities. The company says that its technology is used by enterprises in financial services and other regulated industries.
“Customers Bank has one of the most enviable customer satisfaction records in U.S. banking,” ElevenLabs co-founder Mati Staniszewski said. “By deploying ElevenAgents across their customer experience, the bank will deliver faster, human-like interactions at scale.”
Customers Bank stated the technology will support 24-hour customer interactions across digital and voice channels while also providing employees with AI-generated information and assistance during customer engagements.
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