Allegro and ElevenLabs Launch Voice Agent for Delivery Support

Allegro and Polish startup ElevenLabs have announced a joint voice AI assistant project designed to take over part of the calls to Allegro Delivery's customer support line. The system answers questions about shipment status and parcel pickup from parcel lockers, routing more complex cases to human agents along with a ready-made summary of the conversation.

What the assistant does

The voice agent is meant to take over the most repetitive questions coming into the Allegro Delivery support line, namely those about shipment status and pickup from parcel lockers. These are the questions customers ask most often and that don't require a human agent's judgment, so the company expects automation to cut call wait times.

When a case turns out to be more complicated, the system doesn't try to resolve it on its own, it hands the call over to a live agent. Along with the handoff, the agent receives a ready-made summary of the conversation and the shipment number, so the customer doesn't have to explain the problem again from scratch.

Multi-agent architecture

The solution is built on what ElevenLabs describes as an advanced multi-agent architecture, in which separate modules handle different conversation scenarios. This separation is meant to make it easier to extend the system with new features without rebuilding it from scratch.

ElevenLabs CEO Mati Staniszewski stresses that the company's goal is voice communication indistinguishable from talking to a human, across multiple channels at once.

We're building AI that communicates at a human level, in every channel and every modality - Mati Staniszewski, CEO of ElevenLabs

A Polish connection

ElevenLabs, founded by Poles Mati Staniszewski and Piotr Dąbkowski, has spent years developing speech synthesis and conversational AI models that previously performed best in English. The partnership with Allegro puts those models to a large-scale test in Polish, inside a real e-commerce support line.

For Allegro, this is another step in a strategy where AI is meant to handle a growing share of customer contact. Allegro CEO Marcin Kuśmierz has ambitions that reach beyond the support line itself.

We want to be one of the most advanced marketplaces in the world when it comes to the use of AI - Marcin Kuśmierz, CEO of Allegro

Scale and support costs

From the perspective of logistics companies and e-commerce platforms, asking about a package's status is one of the most expensive and most frequently repeated customer interactions, since it generates a huge volume of short, simple calls. Automating this type of query has long been one of the first targets for AI deployments in customer service worldwide.

Allegro says it is already running more than a hundred projects using artificial intelligence across various areas of its business, with development of these tools supported in part by PLN 1 billion in funding from the European Investment Bank earmarked for AI research.

What's next

For now, the voice agent is running in a pilot phase and covers a narrow range of delivery-related questions. The companies say the project will be expanded gradually over the coming months, and the voice assistant could eventually cover other areas of Allegro's contact with millions of customers, beyond logistics alone.

For the Polish market, it's also a signal that a homegrown AI startup, valued at billions of dollars and competing with global players in speech synthesis, is finding customers among the country's largest tech companies, not just abroad.