Article 17 Oct 2024

Case study: how Soft Process Automation transforms customer ordering with AI

What is Soft Process Automation and why does it matter?

Imagine a world where AI handles the automation of complex processes without requiring stakeholders to follow rigid structures and templates: this is the vision of Soft Process Automation (SPA).

SPA has been developed by Argon & Co to enable process improvement teams to move away from traditional workflows, allowing for efficient conversion of raw free-form inputs into meaningful outputs tailored to their needs.

SPA deploys AI to automate tasks that are not well-defined, unstructured, non-linear and repetitive, but do require a person to apply human judgement, creativity and problem-solving skills.

Features of Soft Process Automation

Examples of such tasks can be seen across the entire value chain, so automating the non-valuing parts of these processes can bring significant benefits in terms of efficiency and job satisfaction:

Reducing operational errors by automating manual tasks, such as data entry, validation, and verification
Providing faster, more accurate and consistent outputs
Freeing-up time for more value-adding and creative activities, such as upselling, cross-selling and problem-solving
Enabling the same team to process higher volumes, accommodating growth
Breaking data silos by creating a single source of truth and a common language
Ensuring one-time error-free uploads to ERP systems

SPA represents a significant leap forward in process automation. Unlike RPA (Robotic Process Automation which excels at rule-based, repetitive tasks), SPA can handle complex, dynamic scenarios that require human-like interpretation and decision-making. Traditional workflow automation tools often struggle with unstructured data or processes that deviate from pre-defined paths. SPA on the other hand, leverages the power of Large Language Models to adapt to variations and nuances in inputs, making it ideal for tasks like customer service interactions or complex order processing.

We recently completed the deployment of an SPA application focused on improving the processing of all incoming orders from those customers that were not on Electronic Data Interchange (EDI) for the Customer Service function of a major drinks manufacturer.

This resulted in:

73% reduction in order processing time
50% reduction in switches in applications whilst processing orders
Significant improvements in job satisfaction

Design phase: the approach to the application development

During the design phase, we identified and prioritised the specific tasks within the customer service area that could be automated or enhanced with SPA assessing:

The complexity and frequency of these tasks
The incremental value unlocked through Soft Process Automation

Based on this evaluation, we selected the customer order entry process to be the pilot.

Developing an SPA solution involves a systematic and iterative approach

The tool developed enabled the high-speed completion of an array of tasks:

Highlighting PO discrepancies or misalignments to master data
Assisting users with customer email content generation in case of such discrepancies or misalignments
Identifying and extracting the relevant information from POs using LLMs, and translating to customer master data (e.g. unit of measurement, product descriptions, customer code, customer address, delivery date etc.)
Performing allocation and availability checks through a live interface with the ERP system
Breaking down the orders into correct container sizes based on optimisation (highlighting where there is an opportunity to upsell based on current container space utilisation)

The solution was implemented in two distinct phases; an 8-week development phase followed by a 4-week deployment phase. As with any new solution, user adoption is crucial and cannot be overlooked. To ensure user adoption, a smooth transition and promptly address any issues, a hyper-care period of 3 months was included.

Key takeaways: best practices and challenges for SPA adoption

It is easy to think of the deployment of such applications as one-off projects, but in reality, SPA is a continuous journey. It involves committing to user adoption, ongoing improvement and adaptation to evolving needs and opportunities:

Align SPA with the business strategy and needs: SPA should not be implemented for the sake of technology, but rather to solve real business problems and enhance your experience. SPA should be aligned with the overall business strategy and your needs and deliver tangible and measurable value and outcomes.
Involve the stakeholders and users throughout the process: Collaboration with stakeholders affected by the Customer Service process is key. The user must always be at the centre of the design, and any application development should incorporate their feedback and input throughout the process. Getting early IT buy-in is fundamental to ensure the solution design for the application aligns with your company’s data security and privacy criteria.
Ensure data quality and security: Data is the fuel for SPA, and its quality and security are critical for the success and trustworthiness of the application. Data should be accurate, complete, and relevant, otherwise the benefits achieved from the application can risk being diminished.
Manage change and expectations: SPA can bring about significant changes and challenges, such as new roles and skills, new processes and workflows, and new cultures and mindsets. With a robust change management and communication plan in place, addressing challenges related to data availability and quality, model accuracy and reliability, and user acceptance and adoption becomes significantly easier.
Ensure robust process ownership: It is crucial to ensure that a business process owner is identified to onboard the users, ensure their adoption and satisfaction with the SPA application and provide them with training and support. This role should also collaborate with users on collecting feedback to consider for future versions of the application as the process evolves.

This approach ensures the application remains effective, relevant, and capable of delivering long-term value to your organisation.

Discover SPA in action: watch our video

To fully explore the capabilities and benefits of SPA, we invite you to watch our detailed video. This visual guide offers an in-depth look at how SPA works and the transformative impact it can have on your customer service operations.