ElevenLabs released Procedures: you upload your SOP (standard operating procedure) document (PDF, DOCX), and the system turns it into steps the agent follows. Strict for payments and verification, loose for everything else. Still alpha.
- ElevenLabs released Procedures (June 30, alpha): the voice agent follows your work procedures step by step.
- Two kinds: structured (fixed order, for payments and verification) and loose (the agent interprets based on the conversation).
- You upload an existing SOP document (PDF, DOCX, TXT) and the system proposes a draft procedure on its own.
ElevenLabs added Procedures to its agent platform - a set of instructions the voice agent follows in typical situations. Two kinds: structured, with a fixed sequence, for identity verification or collecting payment. And loose - context, steps and guardrails that the agent interprets on its own depending on the conversation.
This is the missing piece for real-world use of a voice agent. Not the generic 'be polite.' The specific: follow our process, step by step, no improvising exactly where improvising costs money.
The structured-versus-loose split is the whole point. For payment or identity verification, the fixed rail is worth more than flexibility. There you want the agent to follow the steps, not interpret them on the fly. Loose procedures are for the conversation. The register loves boring.