Allegro Automates Delivery Support Hotline with ElevenLabs Voice Agents

Polish and Central European e-commerce platform Allegro is implementing ElevenLabs' voice agent technology to automate its delivery support hotline. The system provides immediate responses to customer inquiries regarding delivery status and pickups with natural-sounding voice 24/7.

Multi-Agent Architecture Implementation

The system is based on ElevenLabs' multi-agent architecture. Instead of a single assistant handling all tasks, independent agents are assigned to each scenario type, narrowing the scope and improving the accuracy of conversations. For complex inquiries, agents collect tracking numbers and generate conversation summaries to hand off to human agents, enabling them to understand the context and resolve issues more quickly.

Priority Rollout to Key Delivery Services

This implementation is initially applied to Allegro's three main delivery hotlines. As the first phase of the partnership between Allegro and ElevenLabs, it includes the following services:

• Allegro Delivery: A multi-carrier program supporting over 36,000 parcel lockers in Poland
• Allegro One: Allegro's own courier and pickup service
• One Box: Allegro's parcel locker network