LOT Polish Airlines has announced a partnership with ElevenLabs, a company specializing in AI voice and audio technology.
The airline will be the first in the industry to conduct a pilot introduction of an AI voice assistant using ElevenLabs’ “ElevenAgents.” For users, this will shorten waiting times on the phone, provide quick answers to common inquiries such as reservations, itinerary changes, and flight details, and enable immediate resolution of simple requests. For more complex cases, the system will smoothly transfer callers to a human operator along with the necessary information.
The AI tool is not intended to replace human operators. By automatically handling standard inquiries, it enables operators to devote more time to customers who require personalized support. It is also expected to strengthen the airline’s ability to handle surges in inquiries during peak travel seasons.
The pilot program will begin during the summer season and will initially be available in Polish and English during certain hours. Going forward, the airline plans to expand the supported languages and roll out the solution to chat and mobile app channels.
ElevenLabs was founded by Polish entrepreneurs Piotr Dąbkowski and Mati Staniszewski. Today, its services are used by companies and government institutions in 80 countries, as well as by 67% of employees at Fortune 500 companies.
