Voice AI agents combining 24-hour automated responses with human agents have begun to be applied to airline customer centers. This is an attempt to use technology to solve common challenges in the aviation industry, such as the surge in inquiries during peak seasons and limitations in multilingual support, and is expected to spread to the aviation and travel industries in Asia in the future.

ElevenLabs announced on the 20th that it has been conducting a voice AI assistant demonstration experiment using its enterprise conversational AI platform 'ElevenAgents' in cooperation with LOT Polish Airlines since last June.

There are three key verification items for this demonstration.

△24/7 immediate response to high-frequency repetitive inquiries such as checking flight information, changing reservations, and baggage regulations △smooth transfer to a human agent while maintaining conversational context when complex requests occur △gradual expansion of multilingual support and integration of web and app channels.

It is a structure that reduces the inconvenience of customers having to repeatedly explain the same content by having the AI agent hand over the previous conversation exactly as it is when transferring the call to a counselor.

Eleven Labs announced that, based on the data accumulated from this demonstration, it plans to expand support to more than 30 languages in the future and utilize it to spread digital transformation (DX) in the aviation and travel industries in Asia, including Korea.

The explanation is that structural problems such as a surge in inbound bookings during peak seasons, a lack of multilingual inbound support, and declining customer satisfaction due to connection failures are common issues faced by the Asian airline industry as well.

Hong Sang-won Eleven Lab"This collaboration will serve as an opportunity to demonstrate the next-generation standard for customer support in the aviation industry, going beyond simple automated customer service to organically link AI and humans to expand customer services and reduce customer stress caused by phone calls," said the Head of Korea.