Know Your Orders

Know Your Orders is the solution that makes it possible to create a simple interface which can be consulted by users using a natural language, facilitating access to information.

Know Your Orders


Commercial back office management has been enhanced over the years by tools that offer multiple sources of information, useful both in terms of supporting the sales force, as well as being usable and accessible by the customers themselves. However, this information is often distributed across different systems and accessing it can be a complex and cumbersome process requiring knowledge of the different systems and at times it is subject to lack of alignment, necessitating extensive consistency checks.

Imagine an Assistant which:

  • Can be consulted in a simple manner as well as supporting an interactive process for detailing and declining requests;
  • Can retrieve requested information by interfacing with the systems that manage the relevant data;
  • Can provide information in a streamlined but effective manner, keeping track of the specific context;
  • And which, by learning, can improve its effectiveness in understanding questions and providing users with the appropriate answers.

All this is possible thanks to chatbots.

The solution

Know Your Orders is the solution which facilitates a simple and effective interaction with users through chats and learns from mistakes, offering an increasingly effective service. Based on NLU technologies, it allows it to understand questions posed in a natural language.

It is inked to business systems and can therefore recover the information you request, handling the complexity of the interaction with the various systems involved behind the scenes.

Focus On

Companies have a wealth of information on orders at their disposal. However, in a large number of cases this information is distributed across different systems and thus requires different competencies to query and interpret it.

Know Your Orders is a chatbot designed to retrieve all the necessary information from the multiple business systems involved, obtaining real-time updates on the status of orders received from a customer in order to analyse key KPIs or to request customer information.

AS-IS situation

Information concerning orders and the relevant delivery and invoicing status is of interest to different users for a variety of different purposes:

Customer side

  • Users who manage supply and logistics activities want to know the delivery status of what has been ordered to schedule the relevant internal activities; they also require information on the availability of products in stock to evaluate where and how much stock to procure;
  • The administrative back office requires information that enables it to fluidly manage the administrative and financial flows.

Manufacturer / seller side

  • The sales force wants to know what was ordered by customers in order to offer them new products and services; this user base also wants to know the customer service status, in order to evaluate the eventual satisfaction of services provided, as well as the customers’ payment status, in order to evaluate the potential risk of non-collection;
  • The customer support back office frequently receives requests for information which will be used to complete administrative procedures.

Companies have a wealth of information on orders at their disposal. However, this information is often distributed across different systems and thus requires different competencies to query and interpret it, and it is often subject to lack of alignment, necessitating extensive consistency checks.

The use cases developed

A chatbot has been developed, which by integrating with transactional resources who manage orders, logistics, inventory, accounting and finance, can be used in three different contexts:

  • Customer support: Know Your Orders becomes an assistant to the support centre operator who is required to search for information while engaged in direct contact with the user, therefore dealing with searches that are often non-linear in nature, followed by requests for more details.
  • Sellers and businesses: Know Your Orders recovers information used by businesses to coordinate their relationship with the customer
    • What customers have bought in recent months;
    • Our company has satisfied all requests;
    • The customer is a good payer or not;

  • The customer himself may request information from the Know Your Orders system: without interfacing with customer support and, with 24/7 availability, customers can have detailed information at their disposal concerning the status of their orders and the related invoices.

In the near future Know Your Orders may also provide information on current offers and recommendations on purchases.

The solution architecture

The Know Your Orders technological solution consists of a BOT which can be consulted through a chat (currently via Skype, support can be extended to other chat applications), with requests expressed in a natural language (current support for English, can be extended to other languages in the future).

Through an NLU (Microsoft LUIS or API.AI) engine, the request is interpreted and broken up into parameters to identify the required information in the enterprise management system.

The BOT, developed in C# (or alternatively in NodeJS), directs the requests to the back end, which can consist of a SQL DB or API services exposed by transactional systems.


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