Generative AI system for Order Handling
Automating email order workflows with AI for speed, accuracy, and customer satisfaction.
The Opportunity
Our client wanted to revolutionise its order processing system by harnessing the power of Generative AI. With modern multi-modal models being capable of understanding the content of documents, there was an opportunity to trial these models vs. hard coded RPA solutions that struggled with the variations in order formats that customers actually sent. The objective was to achieve seamless integration with their Case Management (Salesforce) and Order Management (in-house ERP) that would be the foundation for processing an ever increasing percentage of cases.
What we did
Our team developed an AI-powered system to automate order processing, backed by a scalable infrastructure for the LLM. Through iterative development, as well as careful testing and deployment, we created a reliable AI solution that streamlined order entry to reduce manual work whilst maintaining personalised a service and giving customer service leaders full visibility over the process.
30%
of orders handled by the AI system without human intervention.
How we did it
Our ten-week journey to revolutionise our client's order processing through Generative AI progressed as follows: Our first step was to form a specialised team and establish a coherent communication plan. An analysis of past data and system APIs allowed us to design a solid system framework. In the development stage, we constructed a supportive infrastructure for a cutting-edge LLM model, bespoke for email parsing and data verification. Persistent testing and enhancement assured the model's precision and seamless integration with the client's systems. The deployment stage involved further testing and adjustments, leading to a smooth initiation, followed by a detailed handover. This method allowed us to present an AI system that proficiently automates and refines the order processing workflow.
