Indian Home Services Platform Urban Company SVP Rishabhdhwaj Singh: Production Practice of 5 Million Monthly AI Voice Calls
At ElevenLabs Summit Bengaluru, Rishabhdhwaj Singh, SVP of Engineering at Indian home services platform Urban Company, played real production calls from AI relationship managers and trainers built on ElevenLabs voice models. The platform, operating across India, the UAE, and Singapore, handles nearly 5 million minutes of AI calls monthly, with the AI relationship manager resolving 80% of queries, while explaining the rationale behind distinct voices and personas for different roles.
At the ElevenLabs Summit Bengaluru, Rishabhdhwaj Singh, SVP of Engineering at Indian home services platform Urban Company, played real production call recordings featuring AI relationship managers and AI trainers built on top of ElevenLabs voice models. These demonstrations addressed core pain points in managing large-scale service professional networks.
Urban Company connects thousands of service professionals with millions of customers across India, the UAE, and Singapore. Unable to assign a dedicated human relationship manager to every professional, the team developed AI solutions. The demo included guiding a first-time professional to a customer's home, rescheduling bookings mid-call via backend tool integration, and collecting referrals immediately after reversing a cancellation.
Beyond external relationship management, Urban Company deployed AI trainers to guide technicians through diagnosing faulty water purifier pre-filters and conducting best-practice training sessions, with some calls lasting up to 30 minutes. According to Singh, the platform now handles close to 5 million minutes of such AI calls per month.
Data indicates that the AI relationship manager independently resolves 80% of queries, routing the remaining 20% to humans, and collects most referrals in cities where it is live. Singh also explained why the trainer and the relationship manager use different voices and personas from the ElevenLabs voice library to suit their respective roles and user expectations.