@inproceedings{coma-puig-etal-2026-gls,
title = "{GLS} Chatbot: A Governed Multi-Agent Conversational System for Domain-Specific Customer Service",
author = "Coma-Puig, Bernat and
Hern{\'a}ndez, Guillermo Andr{\'e}s Galv{\'a}n and
Montserrat, Victor Mas and
Tenes, Edgar Sarria and
Asin, David Ni{\~n}oles and
Montoya, Sonia Alonso",
editor = "Atanasova, Pepa and
Haffari, Gholamreza and
Wang, Minghan",
booktitle = "Proceedings of the 2026 Conference on Empirical Methods in Natural Language Processing: Industry Track",
month = oct,
year = "2026",
address = "Budapest, Hungary",
publisher = "Association for Computational Linguistics",
url = "https://aclanthology.org/2026.emnlp-industry.133/",
pages = "2255--2264",
ISBN = "979-8-89176-460-6",
abstract = "Hi, I{'}m Gisela, GLS{'}s assistant. How can I help you today? This is how the Spanish deployment of the GLS Chatbot greets its customers. Behind the greeting is a governed multi-agent system for parcel-logistics customer service, built on self-hosted open-source small language models with RAG. An orchestrator separates routing, execution, and generation; probabilistic components are bracketed by deterministic safeguards, customer-impacting actions require explicit user confirmation, and out-of-scope, abusive, or manipulative inputs are refused. In production since November 2025, the system has handled over 1.7 million conversations across Spain and Germany. In Spain, the average realised cost during May 2026 was approximately 0.07{\texteuro} per conversation, with sub-3-second latency. We describe the architecture, evaluate the Spanish deployment on task completion, routing conformance, and RAG answer quality, and report lessons from production."
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<abstract>Hi, I’m Gisela, GLS’s assistant. How can I help you today? This is how the Spanish deployment of the GLS Chatbot greets its customers. Behind the greeting is a governed multi-agent system for parcel-logistics customer service, built on self-hosted open-source small language models with RAG. An orchestrator separates routing, execution, and generation; probabilistic components are bracketed by deterministic safeguards, customer-impacting actions require explicit user confirmation, and out-of-scope, abusive, or manipulative inputs are refused. In production since November 2025, the system has handled over 1.7 million conversations across Spain and Germany. In Spain, the average realised cost during May 2026 was approximately 0.07€ per conversation, with sub-3-second latency. We describe the architecture, evaluate the Spanish deployment on task completion, routing conformance, and RAG answer quality, and report lessons from production.</abstract>
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%0 Conference Proceedings
%T GLS Chatbot: A Governed Multi-Agent Conversational System for Domain-Specific Customer Service
%A Coma-Puig, Bernat
%A Hernández, Guillermo Andrés Galván
%A Montserrat, Victor Mas
%A Tenes, Edgar Sarria
%A Asin, David Niñoles
%A Montoya, Sonia Alonso
%Y Atanasova, Pepa
%Y Haffari, Gholamreza
%Y Wang, Minghan
%S Proceedings of the 2026 Conference on Empirical Methods in Natural Language Processing: Industry Track
%D 2026
%8 October
%I Association for Computational Linguistics
%C Budapest, Hungary
%@ 979-8-89176-460-6
%F coma-puig-etal-2026-gls
%X Hi, I’m Gisela, GLS’s assistant. How can I help you today? This is how the Spanish deployment of the GLS Chatbot greets its customers. Behind the greeting is a governed multi-agent system for parcel-logistics customer service, built on self-hosted open-source small language models with RAG. An orchestrator separates routing, execution, and generation; probabilistic components are bracketed by deterministic safeguards, customer-impacting actions require explicit user confirmation, and out-of-scope, abusive, or manipulative inputs are refused. In production since November 2025, the system has handled over 1.7 million conversations across Spain and Germany. In Spain, the average realised cost during May 2026 was approximately 0.07€ per conversation, with sub-3-second latency. We describe the architecture, evaluate the Spanish deployment on task completion, routing conformance, and RAG answer quality, and report lessons from production.
%U https://aclanthology.org/2026.emnlp-industry.133/
%P 2255-2264
Markdown (Informal)
[GLS Chatbot: A Governed Multi-Agent Conversational System for Domain-Specific Customer Service](https://aclanthology.org/2026.emnlp-industry.133/) (Coma-Puig et al., EMNLP 2026)
ACL