A multinational company, a leader in automation and smart home solutions, managed its customer order cycle through a largely manual and complex process.
Each order required significant intervention by the Customer Service Representative (CSR), who was responsible for data entry, time-consuming and repetitive error-checking, and complex finalization activities. This traditional approach generated operational inefficiencies, increased the risk of transcription errors, and caused longer response times to customers. Skilled resources such as those of the CSR team were being deployed in low value-added activities, limiting their strategic potential.
To address these critical issues, an integrated artificial intelligence solution that automates the entire order management process was implemented, from receipt to creation in the ERP system.
The architecture, orchestrated by a central engine (Agent AI), natively integrates with existing business systems, including Office 365 for email receipt and SAP and Microsoft Dynamics management systems for order entry.
The operational flow has been completely redesigned:
Only exceptions or particularly complex requests are selectively escalated to the CSR team, which can then devote its time to cases that require actual human expertise.
The adoption of this solution has radically transformed the efficiency and effectiveness of customer service. Automation has covered 90% of the order entry process, leading to a dramatic reduction in the manual workload for the team and the almost complete elimination of transcription errors.
This has resulted in a 70% reduction in the time previously spent on order processing, leading to significantly shorter response times to customers. Customer Service resources, freed from repetitive tasks, can now focus on more value-added activities, improving the quality of the customer relationship.
"Order process automation with the Huware solution has transformed the role of our CSR team. From data entry operators, they have become strategic advisors to customers, while the system automatically handles 90% of standard requests with perfect accuracy."
Alessio Panella
AI Strategic Lead & Enterprise Architect, Huware