Can AI do customer order processing (order-to-cash, the part before shipment)?

An expert breakdown of a typical process from public sources, worked out by the same rules as your own check.

1 of 12 steps goes to an agent

Goes to an agent (1)

An agent does these steps on its own.

Validate the order: completeness of fields, lines, addresses and details
An agent can do this step alone: everything it takes is a strong suit of AI.
- Extracting structure from an unstructured source
- Checking against a reference and finding discrepancies

AI prepares the work; a person reviews and confirms it.

Receive the order through the channel (portal, EDI, e-mail, phone) and enter it in the system
A person confirms it: the step changes something outside the company.
Clarify missing or contradictory data with the customer
A person confirms it: the step changes something outside the company.
Check the price, the commercial terms and the credit limit
A person signs off: the step needs a formal approval.
Check availability, reserve and set the delivery date (ATP)
A person confirms it: the step changes something outside the company.
Confirm the order to the customer: accepted, accepted with changes or rejected
A person signs off: the step needs a formal approval.
Handle the customer's request to change or cancel the order
A person signs off: the step needs a formal approval.
Release the order to fulfilment (to the warehouse or to production)
A person signs off: the step needs a formal approval.
Order status notifications and answers to the customer's questions about the order
A person confirms it: the step changes something outside the company.

These steps need a person's judgement or presence.

Decide on releasing the credit hold on the order
Stays with people: it takes judgement that depends on your business context.
- Judging risk or priority in a business context
Agree the shortage with the customer: new date, partial shipment, substitute item
Stays with people: it takes judgement that depends on your business context.
- Judging risk or priority in a business context
- Open-ended dialogue with an external party
Handle the customer's complaint about the order: short delivery, wrong price, missed date
Stays with people: it takes judgement that depends on your business context.
- Judging risk or priority in a business context
- Open-ended dialogue with an external party

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