LOT Polish Airlines partners with ElevenLabs for modern passenger service

LOT Polish Airlines has announced a partnership with ElevenLabs to modernize passenger services through advanced AI technology. Here are the key highlights from the press release:

AI-powered support:
LOT is introducing ElevenAgents, an intelligent voice assistant to support hotline operations.

Passenger benefits:
- Shorter waiting times on calls
- Faster answers to common questions (reservations, travel changes, flight details)
- Immediate resolution of simple issues without waiting in line
- Smooth transfer to human consultants for complex cases, with all necessary info passed along

Human + AI collaboration
- The tool does not replace human agents but complements them, handling routine inquiries so staff can focus on passengers needing personalized support.
- Especially useful during peak travel periods, ensuring high service availability and reduced wait times.

Broader vision
- Initial rollout: pilot program during the summer season, available in Polish and English.
- Future plans: expand to more languages and integrate into other channels like chat and mobile apps.
- ElevenLabs, founded by Piotr Dąbkowski and Mati Staniszewski, is a global leader in AI voice and audio models, already used by enterprises and governments in 80 countries.

LOT’s positioning
- LOT continues to invest in innovation alongside its modern fleet (Boeing 787 Dreamliners) and expanding route network.
- The partnership highlights Poland’s growing role in global tech innovation, showing how local companies can enhance international brands.

This collaboration is essentially about blending human empathy with AI efficiency to create smoother, faster, and more accessible passenger experiences.