For many B2B companies, the order-taking process is a mix of emails, phone calls, forms, and follow-ups. It works — until it doesn’t.
Slow turnaround times, input errors, and unclear requests all introduce friction. AI offers practical ways to clean this up, reduce costs, and improve service.
McKinsey reports that companies using AI in customer operations have seen an average 35% drop in operating costs and a 32% increase in revenue.
These gains come from better efficiency, fewer mistakes, and faster response times.
6 Ways AI’s Being Used to Improve the Order-Taking Experience
1. Freeform Input → Structured Orders
Customers often describe what they need in loose, informal language. AI can translate that input into structured data — matching product specs, confirming details, and reducing back-and-forth.
2. Dynamic, Contextual FAQs
Rather than relying on static FAQ pages, AI can provide real-time answers based on your documentation. Customers can ask specific questions and get accurate, product-level responses.
3. Visual Input for Instant Identification
With AI, customers can upload photos or schematics to identify parts, find compatible alternatives, or check for fit. This helps when exact part numbers aren’t available or when visual recognition is faster.
4. Guided Configuration Conversations
For configurable or complex products, AI can guide users through decision points. It asks relevant follow-up questions and narrows options based on use case — similar to how a sales engineer would.
5. Preemptive Error Detection
AI can detect issues before an order is submitted — like unusual combinations, missing values, or specs that don’t match historical orders. It adds a layer of quality control early in the process.
6. Auto-Generated Order Summaries
Before an order is finalized, AI can summarize it in clear, readable language. This helps ensure alignment between what the customer described and what’s being delivered.
Manufacturers like Siemens, Faurecia, and Hitachi already use AI to improve workflow, maintenance, and supply chain planning.
A recent survey of manufacturers showed that they plan to dedicate 44% of their recent tech budgets to AI initiatives.
Now, if there’s anything to take away from this… AI isn’t replacing your team — it’s helping them work smarter and deliver a better customer experience.
Written by Andrew Palczewski
About the Author
Andrew Palczewski is CEO of apHarmony, a Chicago software development company. He holds a Master's degree in Computer Engineering from the University of Illinois at Urbana-Champaign and has over ten years' experience in managing development of software projects.
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