Allegro gives over 20 million shoppers instant answers on delivery hotlines

Allegro, the e-commerce platform serving over 20 million active buyers across Poland and Central Europe, is rolling out a voice agent built on ElevenAgents across its delivery support hotlines. The agent handles common questions immediately, around the clock, in a natural-sounding voice.

Founded in Poland in 1999, Allegro operates an online marketplace connecting millions of buyers with merchants, and offers a wide range of merchandise, from electronics to fashion. The company is listed on the Warsaw Stock Exchange and runs its own logistics and delivery network alongside the marketplace.

In Central and Eastern Europe, many packages get picked up from a parcel locker or a pickup point rather than delivered to a doorstep. With Allegro's volume of deliveries, even routine questions add up to a steady stream of support calls. The agent is scoped to the simple, high-frequency scenarios that make up most of the hotline volume: a customer checking when a package will arrive, or asking a quick question at the locker, gets an answer in seconds.

When a call needs a human, the agent collects the tracking number and passes along a conversation summary, so the person taking over already has the context and can usually resolve things faster. Behind the system is ElevenLabs' multi-agent architecture: separate agents handle different scenario types rather than one assistant covering everything, keeping each conversation narrow and accurate.

The rollout is starting with Allegro's three delivery hotlines: Allegro Delivery, a multi-carrier program spanning more than 36,000 parcel lockers across Poland; Allegro One, the company's own courier and pickup service; and One Box, its parcel locker network. It marks the first phase of the partnership between Allegro and ElevenLabs.