LOT Polish Airlines Deploys ElevenLabs Voice AI Agents for Customer Service.

LOT Polish Airlines is deploying ElevenLabs voice AI agents across its customer service operations, bringing conversational AI to inbound phone support for the Polish flag carrier's 11.7 million annual passengers.

The airline will use ElevenAgents, ElevenLabs' conversational AI platform, to handle flight information requests, booking changes, and ticket inquiries. The agents integrate directly with LOT's existing systems to provide real-time data and seamlessly transfer to human specialists with full conversation context when escalation is needed.

LOT carried a record 11.7 million passengers in 2025 across more than 100 destinations. The airline is currently undertaking the largest fleet modernization in its century-long history while expanding long-haul routes. The AI deployment is positioned as infrastructure to support that scale without proportionally expanding support headcount.

ElevenLabs announced the partnership on LinkedIn, noting the connection between the company's Polish-born founders, Piotr Dabkowski and Mati Staniszewski, and Poland's national carrier. The company was founded in 2022 and has since become one of the fastest-growing AI voice platforms, recently crossing $500 million in annual recurring revenue.

ElevenAgents connects to LOT's reservation and flight operations systems to answer customer queries with current information. When a passenger calls with a booking change or flight status question, the AI agent can pull live data, process the request, and either resolve it or route to a human agent with full context from the conversation.

The handoff architecture is designed to avoid the traditional automated phone tree problem where customers repeat information multiple times. When an agent determines a query requires human expertise, it passes along the conversation history, customer details, and specific issue so the support specialist can continue from where the AI left off.

ElevenLabs has deployed similar systems with other travel and transport companies, including a recent partnership with Trainline for customer support across its European rail booking platform. The company's voice AI has also been used in education, where PhysicsWallah saw student engagement triple after deploying ElevenLabs voice tutors.

While LOT is focused on inbound phone support, ElevenLabs has been rapidly expanding its product suite. The company recently launched Music v2, an AI music generation model with an API for developers, and Dubbing v2, which has been used to translate celebrity voices including Matthew McConaughey's across languages.

The platform also offers ElevenCreative, a studio environment for generating audio and video content with AI voices, and has partnered with governments including the UK and Greece to explore AI voice applications in public services.

For LOT, the deployment represents a test case for conversational AI in high-stakes customer service. Airlines face complex queries involving cancellations, rebookings, baggage policies, and schedule changes where accuracy and context matter. The integration's success will likely depend on how well the AI handles edge cases and how smoothly it transitions difficult queries to human agents.

ElevenLabs has not disclosed pricing details for the LOT partnership or specific metrics around call resolution rates. The company's API pricing varies based on usage volume, voice quality, and feature access.