i. The problemA peak week that broke a 90-day plan every September.
Polonia Air dispatches 240k last-mile parcels a day across nine cities in Poland. For ten months of the year, two dozen dispatchers manage the line — calling drivers when traffic moves, calling recipients when doors don't open, escalating to supervisors when a route falls apart.
Then Black Friday arrives. Volume goes 14× overnight. Every September, the operations team would start hiring and training seasonal dispatchers — a three-month process that delivered most of its value after peak ended. The on-call dispatchers spent the first week on hold; by the second, drivers had stopped picking up unknown numbers.
“In a normal week we move two hundred and forty thousand parcels. In peak week, we move three million. We had a six-week window to find, train and keep a hundred dispatchers, and we missed every year.”
ii. What we builtOne Calistro agent. Three languages. Wired to the dispatch DB.
We cloned the Jakub template into Polonia Air's workspace, swapped the voice to a Ukrainian-accent neural model (60% of their drivers are Ukrainian-speaking), and wired three tool calls into their existing dispatch system. From kickoff to a working test number was four days.
iii. ImplementationSix weeks, end to end.
iv. In productionHow peak week actually went.
On the busiest day of 2025 — November 28th — Polonia Air's Calistro agent answered 92,118 driver calls and 41,840 recipient calls. Median driver call: 1:18. Driver pickup rate: 93%. Zero escalations to supervisors that weren't already in the escalation tree.
For context, the dispatch team handled 24,200 calls in the same window the previous year — and three supervisors stayed on shift overnight.
“The thing I didn't expect was the morale change in dispatch. Our humans spent the week on the calls that actually needed humans. They went home on time. Two of them sent me a photo from a restaurant on Black Friday evening.”
v. What's nextRecipient-side, returns, and a German pilot.
Polonia Air is rolling Calistro into recipient-side calls (the "where's my parcel" inbound) and returns (the "I want to send it back" call that today goes to a 12-FTE BPO). A German-language pilot starts in Berlin in May 2026 — a Calistro Berlin number, a German neural voice, and exactly the same dispatch wiring.