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On October 27, 2026, ElevenLabs released research findings stating that in complex conversations, voice achieves a higher success rate than text chat. After comparing hundreds of production-grade agents running both voice and chat simultaneously, the study found that in complex conversations lasting more than two minutes, voice had a success rate 32% higher than text chat, and resolved issues about one-third faster when successful. In a simulated flight cancellation scenario, 85% of participants preferred voice. The research also showed that an average end-to-end latency reduction of 16% corresponded to a 26% increase in success rate, and the proportion of calls hung up within 15 seconds dropped from 21.1% to 3.8%. Currently, this conclusion is published by a single source, the ElevenLabs Blog, and has not yet been cross-verified by other independent sources.
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ElevenLabs research: voice achieves 32% higher success rate than text chat in complex conversationsDevelopments
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ElevenLabs research claims voice outperforms text chat in complex conversations
Source:ElevenLabs Blog
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Oct 27
ElevenLabs BlogFirst-party
ElevenLabs research: voice achieves 32% higher success rate than text chat in complex conversations
After comparing hundreds of production-grade agents running voice and chat simultaneously, ElevenLabs found that in complex conversations lasting more than two minutes, voice achieved a 32% higher success rate than text chat, and resolved issues about one-third faster when successful. In a simulated flight cancellation scenario, 85% of participants preferred voice. The research also showed that a 16% reduction in average end-to-end latency corresponded to a 26% increase in success rate, and the share of calls hung up within 15 seconds dropped from 21.1% to 3.8%.