LOT Polish Airlines partners with ElevenLabs for modern passenger service | News
LOT Polish Airlines has entered into a partnership with ElevenLabs as part of the company’s technology development strategy. The collaboration aims to further improve the quality and accessibility of customer service through the development of modern solutions and communication channels for passengers. ElevenLabs’ tool complements the existing customer service model, increasing operational efficiency while maintaining a high-quality passenger experience.
Real support for LOT passengers and Contact Center employees
As part of the collaboration, LOT is deploying a pilot solution called ElevenAgents to build an intelligent voice assistant that supports hotline operations.
For passengers this mainly means:
shorter waiting times for calls, faster answers to the most common questions (for example about reservations, travel changes or flight details), the ability to resolve simple matters immediately without having to queue, more efficient transfer to an advisor in more complex cases and where all necessary information is passed on.
The new tool does not replace human contact, but rather complements human contact center agents by handling standard queries, allowing advisors to more quickly assist passengers who need individual support.
The tool will also play a key role during periods of increased operational traffic, when the number of passenger contacts increases naturally. Thanks to the ability to handle a large number of similar queries simultaneously, the tool will help maintain high service availability while reducing waiting times.
The aviation industry has always been synonymous with innovation and technological advancement. In addition to investing in state-of-the-art aircraft and expanding its route network, LOT consistently implements the latest technologies in various areas of its operations, including technologies that improve the quality of passenger service. Collaboration with ElevenLabs, a leader in its segment, will help improve the quality of passenger interactions while ensuring faster service. This means higher quality, more comfort and improved accessibility for passengers at every stage of their interaction with LOT.
Michał Fijoł, CEO at LOT Polish Airlines
At ElevenLabs we believe that the best technology should communicate the way people do. The aviation industry has always embraced innovation and we are proud to work with LOT to build the next generation of customer experiences. Together we help create a better travel experience and ensure human agents can focus on the moments when personal support matters most.
Mati Staniszewski, co-founder and CEO of ElevenLabs
Assumptions of the pilot program and further plans
The collaboration between LOT and ElevenLabs will start during the summer season to ensure the highest quality of this innovative and constantly evolving solution. In the first testing phase, the service will be available in both Polish and English during certain hours. Ultimately, the plan is to increase the number of languages supported and make similar improvements to other communication channels, including chat and the mobile application.
ElevenLabs – a global AI leader created by Poland
LOT’s partner is ElevenLabs – an AI company transforming the way people and businesses communicate with the world. Founded by Piotr Dąbkowski and Mati Staniszewski, ElevenLabs builds the industry’s leading AI voice and audio models and delivers them on a platform that can power every interaction within a business: from AI agents for sales, support and operations to creative tools for marketing and media.
Today, millions of companies, developers and makers around the world use ElevenLabs, including enterprises and governments in 80 countries, as well as employees at two-thirds (67%) of Fortune 500 companies.
The collaboration between LOT and ElevenLabs highlights the growing role of Polish technology companies on the global stage and shows that innovations created in Poland can effectively support leading brands and improve the experiences of millions of users.
