How Glovo Increased Restaurant Uptime and Orders with GetVocal
Glovo, part of the Delivery Hero group, runs one of the world's largest on-demand delivery networks across 20+ countries. Keeping tens of thousands of restaurant partners online, on time, and ready to take orders at that scale is a daily operational challenge.
- 0%Restaurant check-in rate
- 0xOrder volume
- 0+AI agents deployed across 20+ Countries
- 0 WeekTime to first live agent
At a glance
Organization:
Glovo
Headquarters
Barcelona, Spain
Industry
On-Demand Delivery, Logistics Technology, Last-Mile Fulfillment
Markets
20+ countries
Use Cases & Business Value
Glovo uses conversational AI agents to automate key operational workflows across its restaurant partner network. These agents support restaurant activation, monitor availability, collect operational data, and help partners resolve issues quickly without manual intervention. Here's a look at how Glovo is using GetVocal today:
Ensuring Restaurants Are Ready to Take Orders at Opening Time
For delivery platforms, the first moments of a restaurant's opening hours are critical. If a restaurant is not properly activated on the platform, customers cannot see it in the app and orders won't come in. At Glovo's scale, manually contacting thousands of restaurant partners every morning to confirm they are ready to open is simply not feasible.
To solve this, Glovo deployed GetVocal's Check-In Reason Agent, which sends a WhatsApp message to restaurant partners about 15 minutes before their scheduled opening time. Partners confirm their status in seconds through a channel they already use daily, and response rates jumped 50% as a result.
Keeping Restaurants Online and Available Throughout the Day
Getting a restaurant live is only the first step. Throughout the day, system errors, incorrect opening hours, or operational delays can knock a restaurant offline without anyone noticing. Every minute of downtime means missed orders and frustrated customers.
GetVocal's Uptime Agent continuously monitors restaurant availability against scheduled hours. When inconsistencies appear, it contacts the partner directly and guides them to fix the issue. The impact was immediate: during one six-week evaluation period, restaurant uptime rose by 20%, and weekly order volume grew 6x.
Speeding Up Restaurant Onboarding and Activation
Bringing new restaurant partners onto the platform involves multiple steps: device setup, account configuration, and submitting storefront content like product photos. Managing this manually across 20+ countries creates bottlenecks and slows down marketplace growth.
GetVocal's Self Activation Agent guides new partners through onboarding via automated WhatsApp conversations, walking them through device setup and tutorials step by step. A separate Image Validation Agent requests product photos and checks they meet platform standards. Together, these agents cut onboarding time while freeing operations teams to focus on higher-value work.
For us, having the GetVocal team fully on board has been so flexible, even creating new ways of working that didn't exist before. That's what made the project successful.
— Head of Operations, Glovo
From One Agent to a Global Rollout
What started as a single pilot agent went live within a week. Within months, Glovo scaled to 80 AI agents across 20+ markets and 23+ countries. Many restaurant partners never realized they were speaking with AI, a testament to how natural and reliable the interactions became.
The same framework is now being extended across the wider Delivery Hero ecosystem, where partner onboarding, availability monitoring, and operational communication follow similar patterns. For Glovo, the proof is clear: automation done right scales operations while feeling completely human.
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