Case Study Details

The Client

A wholesale trading company in the Peloponnese with more than 2,000 SKUs and daily orders arriving by email, phone and eshop. The team keyed every order into the ERP by hand, causing delays and frequent errors.

Objectives

Eliminate manual order entry, keep inventory updated in real time and issue documents automatically — with full traceability and human review only for exceptions.

Challenges

Orders arrived as free text: emails with PDF attachments, phone notes, Viber messages. Customer codes did not always match the ERP, product descriptions were ambiguous, and strict per-customer pricing agreements had to be honoured.

Our Solution

Order understanding: The AI agent reads emails and attachments, recognises products, quantities and the customer, and matches codes against the ERP using semantic search.

ERP integration: Two-way API connection — the agent checks availability, reserves stock and creates the order with the correct per-customer prices.

Exception handling: Whenever the agent is uncertain (new customer, unusual quantity, ambiguity), it routes the order for one-click human approval.

Reporting: A daily dashboard shows orders processed automatically, exceptions and response times.

Implementation

We mapped order flows (email, PDF, phone, eshop) and defined product/customer matching rules against the ERP.

We connected the AI agent to the ERP via API for stock checks, reservations and order creation with correct per-customer pricing.

We enabled human approval for exceptions and trained the team on a simple monitoring dashboard.

After a pilot period, we gradually increased the automated processing rate while refining the rules.

What's Next

Voice AI: Extend with a voice agent so phone orders are captured automatically.

Demand forecasting: Connect to a forecasting dashboard for smarter replenishment.