Orders placed without a login are linked to the right customer account automatically – even when the volume rises tenfold
How an online retailer uses AI to link orders placed without a login to the right customer account – even when the data does not match exactly.
At peak periods such as Black Friday or Christmas, order volumes rise by up to tenfold. Many orders were not linked to a customer account and therefore could not be processed – causing delays, frustrated customers and a heavy manual workload for the support team.
A robot matches orders to customer accounts using system suggestions based on name or email. After more than 50,000 failed cases were analysed, AI was added that recognises matches even when the data is incomplete or does not line up exactly; only unclear cases still go to an employee. A dashboard shows response times, success rates and account closures in real time, and heatmaps make peak periods visible.
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