// Case study · 2024 — present
Voice AI at logistics scale
A European parcel-logistics leader
Delivered as Solutions Architect at NTT DATA
180K+
calls / month in production
24/7
availability, no queue scaling
E2E
owned from discovery to deployment
The problem
A contact centre absorbing six-figure monthly call volumes for repetitive, fully structured requests — parcel status, redelivery, address changes — with cost, wait times and agent churn scaling linearly with volume.
The system
Designed an end-to-end voice agent on ElevenLabs conversational AI: telephony ingress, real-time speech understanding, LLM-driven dialogue grounded in the carrier's tracking and order APIs, and a clean escalation path that hands complex or sensitive cases to human agents with full context attached. Owned the architecture from discovery through production deployment.
The outcome
Live in production handling 180,000+ calls per month, resolving routine requests without human involvement and shrinking the queue that reaches the human team to the cases that actually need judgment.