All customer storiesProof of concept
Order handling for an IT hardware provider: proof of concept.
An IT hardware provider's order desk checked stock, device compatibility and supplier availability by hand for every order. In a proof of concept, a language model read each free-text request into order lines, rules ran the stock and compatibility checks, and the workflow drafted supplier orders. It was validated against live order cases, and we documented where a person must still decide.
- Client
- An IT hardware provider
- Sector
- IT distribution, revenue operations
- Engagement
- Proof of concept
IT distribution, revenue operations
The full account
01The same checks, repeated for every order
For every confirmed quote, the order desk checked stock, verified device compatibility and chased suppliers for missing parts, across several systems and inboxes. Nothing recorded which checks were done or which replies were outstanding. As volume grew, so did the risk of promising a delivery the desk could not meet.
02The model reads, rules check, a person releases
A language model reads each customer request, in free text and formats no template could parse, and links it to the quote and product records. Rules check stock in the existing systems and compatibility against the provider's own compatibility rules, because those answers must be exact. Then the workflow drafts supplier orders for missing parts. A person reviews and releases every order, and each step records whether the system or a person made the call.
03Validation and the documented review points
The proof of concept ran against live order cases. We documented each point where a person still had to decide, such as unclear compatibility rules or unusual supplier behaviour. That record defines what a production build can automate and what stays an explicit approval. The workflow is not yet in production.