ElevenLabs Partners with LOT Polish Airlines to Launch Pilot of Voice AI Agent 'ElevenAgents'

ElevenLabs, a global leader in AI voice research and innovative technology, has partnered with LOT Polish Airlines, Poland's flag carrier, to launch a pilot program for voice AI assistants using its next-generation enterprise conversational AI platform, 'ElevenAgents,' effective June 1, 2026. This marks a pioneering effort in the aviation industry.

In recent years, airlines worldwide have faced shared challenges such as severe strain on customer support during seasonal demand surges (e.g., Golden Week, Obon, New Year's in Japan) and flight delays or cancellations due to adverse weather, alongside the need for multilingual support for inbound travelers.

Through this partnership, LOT Polish Airlines will introduce ElevenLabs' advanced voice AI technology to automate and streamline phone inquiry responses at its customer center.

Overview of the Initiative and Strengths of 'ElevenAgents'

'ElevenAgents' is a platform that allows for the creation and operation of advanced voice AI agents capable of natural, human-like conversation. This pilot program will verify the following features:

- Automating and Streamlining Routine Inquiries:
The voice AI will respond to frequently asked questions—such as flight status checks, booking changes/cancellations, and baggage regulations—in real-time and instantaneously. This enables 24/7 rapid support without keeping customers waiting on the phone, even during peak periods.

- Seamless Collaboration with Human Operators:
When the AI agent determines that a request requires complex or exceptional procedures, it immediately transfers the call to a human operator. Crucially, the AI passes the context and conversation history to the operator, eliminating the customer's frustration of repeating information and providing an extremely smooth Customer Experience (CX).

- Phased Multilingual Expansion and Channel Growth:
The service will launch with English and Polish phone support in time for the 2026 summer peak. Future plans include expanding supported languages and integrating the technology into website chatbots and official mobile applications. Leveraging ElevenLabs' technology, which supports over 30 languages, the airline expects to respond more flexibly to international passengers.

Addressing Common Challenges in the Japanese Aviation Industry

While the current partnership with LOT Polish Airlines focuses on English and Polish, issues like sudden spikes in call volume during peak periods and the need for multilingual support are themes shared by the Japanese aviation and travel sectors. ElevenLabs aims to accelerate digital transformation (DX) and transform the customer experience in the global aviation and travel industries, including Japan, using the insights gained from this pilot program.

About ElevenLabs

Founded in 2022, ElevenLabs is a global leader in AI voice research and technology, building cutting-edge AI audio tools for enterprises, developers, creators, and artists. With a valuation exceeding $11 billion, its platform is used by thousands of companies, including over 75% of Fortune 500 companies.