Allegro deploys ElevenAgents voice support for 20M+ shoppers across delivery hotlines
lukeharries · x · 2026-09-08
Allegro, Poland's leading e-commerce platform with 20M+ active buyers, has rolled out a voice agent built on ElevenAgents across its delivery support hotlines, answering common questions 24/7 in natural speech.
Key details:
- Starts with three delivery hotlines, including Allegro Delivery (multi-carrier program spanning 36,000+ parcel lockers) and its own courier service Allegro One
- Scoped to high-frequency simple scenarios: delivery ETA checks, locker questions — answered in seconds
- For escalations, the agent collects tracking numbers and passes a conversation summary so humans resolve faster
- Uses ElevenLabs' multi-agent architecture: separate agents per scenario type keep conversations narrow and accurate
A notable real-world deployment of voice agents at scale in Central and Eastern Europe, where most parcels go through pickup points.
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