Scalable
AI Automation

Before automation, the client’s agents manually re-keyed order details from customer purchase order PDFs received by e-mail into Dynamics NAV. This process was time-consuming, error-prone, and heavily dependent on staff availability.

Manual entry delayed order creation and introduced the risk of mistakes in item numbers, quantities, or account details.

The impact was significant:

• Same-day shipping targets were at risk.
• Duplicate confirmation e-mails were being sent from both NAV and CXone, confusing customers.
• Agents had to switch constantly between tools, slowing down operations.

The client needed a fast, accurate, and fully integrated solution that would eliminate manual re-entry while keeping agents inside their preferred workspace — CXone.  

The Purchase Order Automation project was initiated to streamline order entry and improve data accuracy through end-to-end automation.

The solution integrated:

• Azure Resources for AI Order Automatio
• Microsoft Dynamics NAV / Business Central for order processing and management.
• NICE CXone as the single platform for communication and case tracking.

The ERP team collaborated closely with the client to design a process that would automatically receive E-mailed orders, process the information, and create sales orders directly in Dynamics NAV and Business Central— all while keeping the workflow visible in CXone.

The project was implemented in stages, starting with intercompany orders, which already had a well-defined order schema. This approach allowed the team to test, validate, and refine the automation before scaling to broader order types.

As our Engineer explained during the interview,

“We started with intercompany orders since those were the ones with a defined schema — we knew what to take, where the items and account numbers were, and how everything connected.”

This phased rollout ensured stability, accuracy, and confidence in the automation results.  

The automation immediately reduced manual work and error rates, while dramatically speeding up order processing. 

Key outcomes included:

• Faster order entry: Orders are now automatically created in NAV without human input.
• Improved accuracy: Eliminated transcription errors from manual re-keying.
• Enhanced efficiency: Agents no longer switch between multiple systems — all activity remains inside CXone.
• Customer clarity: Removal of duplicate confirmation messages reduced confusion.
• Stronger same-day shipping performance: Orders are written to the system in real time, enabling shipping to begin immediately.

As Stojanovikj summarized,

“They needed a fast-paced solution — something that would immediately write the order in the system without errors. That’s how this initiative started.”  

The ERP team emphasized that starting with structured, well-defined data (the intercompany orders) was critical for success. 

By focusing on a clear schema first, they were able to design the automation logic and validation process with high accuracy before extending it to more complex or variable customer orders.

Close collaboration between business and IT teams — along with the use of reliable AI tools like Azure DI — proved essential to aligning automation with real-world operational needs.  

The AI Order Automation initiative transformed the client’s order-to-ship process. By combining Azure Resources, the project delivered a fast, reliable, and user-friendly automation system that ensures same-day order processing with zero manual data entry.

This project stands as a model of how intelligent automation can drive speed, accuracy, and customer satisfaction in high-volume operational environments.