ElevenLabs reports voice beats chat for long support conversations

ElevenLabs says voice support succeeded 32% more often than chat in conversations longer than two minutes, and resolved them about one third faster, based on a simulated canceled-flight study of 98 participants, 85% of whom preferred voice.

Chat had a slight edge in conversations under two minutes. The company's blog post on the study has not been independently verified.

A later ElevenLabs post on X says it analyzed 469 production agents running both voice and chat and found voice is the fastest path to resolution as conversations grow complex, and that voice agents' success rate rises with conversation length. That post gives no figures in the text provided, and it is a first-party claim as well.