Case Study: Automated AI-Based Order Processing

Client: A Leading B2B Metal Distributor

Industry: Metal Fabrication and Distribution

Project: Implementation of an AI-Powered Voice Bot for Order Processing

A leading B2B metal distributor was struggling with inefficiencies in its manual, phone-based order processing system. By implementing an AI-powered voice bot using Google Dialogflow, they achieved a 90% reduction in order entry time, improved data accuracy to 99.5%, and reduced operational costs by 50%, while also enhancing customer satisfaction.

The client serves industries such as construction, automotive, and aerospace, with a vast catalog of specialized metal products. Orders were previously taken over the phone by sales representatives, who manually entered details into the ERP system, leading to slow processing and frequent errors.

• High Error Rates: Complex specifications were prone to transcription errors, causing production and billing issues.
• Slow Processing Times: Orders took 15–20 minutes to process, with long hold times.
• Scalability Issues: Manual processing limited growth and was costly to expand.
• Inconsistent Customer Experience: Quality and speed varied between representatives.

The company deployed a Google Dialogflow-powered voice bot to automate the order process, integrated directly with the ERP system for real-time verification and order creation.

• Google Dialogflow: Conversational AI to understand intents, extract data, and manage dialogue.
• Speech-to-Text & Text-to-Speech: Accurate voice recognition and natural voice responses.
• ERP Integration: API connections for account verification, inventory checks, and order creation.

Workflow:

1. Customer calls dedicated order line.
2. Bot greets and guides them through order details.
3. Bot validates data in real-time with ERP.
4. Bot summarizes and confirms the order.
5. Upon confirmation, bot creates order in ERP and provides confirmation number.
6. If needed, call is transferred to a live agent.

• 90% Reduction in Order Entry Time: From 15–20 minutes to under 2 minutes.
• 99.5% Data Accuracy: Nearly eliminated order errors.
• 50% Reduction in Operational Costs: Reduced need for manual data entry staff.
• 24/7 Availability: Customers can place orders anytime.
• Enhanced Customer Satisfaction: Faster, more accurate, and always available.

By replacing manual phone order processes with an AI-powered voice bot, the company transformed its order management, achieving faster, more accurate, and scalable operations. This AI-driven approach turned a cost center into a competitive advantage.