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.