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Automated order and complaint handling

AI agents independently receive orders, register them in ERP and respond to customers in their own language. The Vision AI system closes complaints in a few minutes. Your team is done with routine — and starts building relationships.

Consult your processConsult your process Choose your areaChoose your area
Customer service — AI order and complaint automation
80%
Orders processed without human involvement
From email with PDF to ERP order without human involvement
3Ă—
Faster confirmation time
From order placement to confirmation with delivery ETA
90%
Complaints in <5 minutes
Vision AI resolves tickets before a human opens the email

Your digital customer service team

Two areas, one coherent AI agent system integrated with your ERP.

From inbox chaos to a consistent customer service process

Orders in emails, complaints with photos, status queries — and everything falls on the same team that manually transcribes, checks and responds.

9:41
Tomasz (Customer Service)
Process the order from XYZ Ltd — email from 08:14, 15 line items in PDF.
Sales Order Agent (Xelto AI)
All items matched. Order Z/2024/2891 created in JDE. Confirmation with delivery ETA sent to customer.
Order Z/2024/2891 · XYZ Ltd
Value €8,200 · 15 items
Delivery ETA 2–3 business days
Status Completed
Orders lost in the email inbox
PDF, Excel, email body — every customer sends differently. Manual transcription to ERP generates errors and delays confirmation.
Hundreds of complaint photos daily
Every complaint needs someone to open, review, assess and reply. At scale this is a full-time job — without consistent results.
Multi-language communication without support
The customer writes in English, German, Dutch. The reply must sound professional — and the team wastes time translating instead of serving.
No order status visibility
The customer calls asking "when will it arrive?". The answer requires checking ERP, warehouse and carrier — before anyone can reply.

AI proposes. Human decides. ERP remains your system of truth.

Every outbound customer message goes through the sales rep or customer service — AI prepares, human approves with one click.

Agent creates the order, human approves non-standard situations
80% of orders go to ERP automatically. With an unknown item number, exceeded credit limit or anomaly — the agent stops and asks for a decision with a ready proposal.
Vision AI proposes, customer service approves complaints
Complaints meeting all conditions — resolved autonomously. Others go to the team with visual analysis, merit assessment and a ready response for approval.

New AI employee deployed in 4 weeks

Integrates with the software you already use.

Enterprise integrations
Agents map data from CRM and ERP without changing infrastructure. Automatic masking of personal data (GDPR) is included in the project scope.
Salesforce HubSpot SAP NetSuite Email systems
Deployment in 4 weeks
From contract signing to first agent in production. Without months of IT project risk.

Use Case Example

Claims & Returns & Automated RMA Verification

AI Voicebot handles the complaints hotline 24/7, identifies the caller, and sends an SMS with a photo link. Multimodal AI reads batch numbers from nameplates and verifies purchase history in ERP.

Full Use CaseFull Use Case
45 sec
request registration time (was 30 min)
24/7
complaint handling
100%
traceability — defective batch detection

Your data never leaves your organisation

See the full architecture

GDPR
GDPR compliance Full compliance with EU personal data protection regulations.
ISO 27001
ISO 27001 certification International standard for information security management.
No model training Your data never goes to public AI models.
Human-in-the-Loop Every critical decision requires human approval.
Air Gap & Firewall Local AI operates exclusively within your infrastructure.
On-premise / Private Cloud System and data never leave your company.
RBAC and ABAC Management sees everything, employees only their own operations.
Data masking PII masked automatically before reaching the AI model.
Go to Trust CenterGo to Trust Center

Questions asked before
every deployment

For routine orders with full match — yes, autonomously. All external communication for exceptions (substitute proposal, price mismatch, credit limit exceeded) goes through the sales rep or customer service before sending.
The agent stops, searches for a substitute in the catalogue and proposes it with an explanation. If the match confidence is below threshold — the case goes to the sales rep with a ready proposal and the customer's order history.
The model analyzes both the product and packaging in the image, cross-references with shipping data and delivery status. This is key for determining liability between seller and carrier. We discuss methodology details in the diagnostic session.
Native integration with Oracle JD Edwards and NetSuite. Other ERP and CRM systems (SAP, Salesforce, HubSpot) — via API. Data mapping is done during the pre-deployment audit phase.
Key KPIs: time from order to confirmation, % of Orders processed without human involvement, complaint handling cost per ticket, customer satisfaction (CSAT). We calculate together in the diagnostic session using your historical data.

80% of orders without
human involvement

According to PwC, only 34% of enterprises can move AI solutions beyond the pilot phase into production. At Xelto we start with an audit — we calculate ROI before you make a decision.

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