Overview —

One operations agent replacing a six-person manual workflow

We designed an operations agent to handle repetitive back-office workflows across order intake, carrier selection, customer routing, and exception management. Instead of replacing human oversight completely, the system was built around a clear approval layer.

Routine orders moved automatically, while unusual cases were sent to Slack for human review before any action was taken. The result was a leaner, faster workflow where the team could focus on exceptions, customer issues, and operational decisions instead of manually processing every order.

Workflow —

Key areas automated

  • Order intake and classification
  • Carrier selection based on order rules
  • Customer routing and internal handoff
  • Slack-based approval for exceptions
  • Human review for edge cases
Outcome —

−72% order-handling cost

A six-person manual workflow was transformed into a single AI-assisted operations system with human approval where needed. Order-handling cost dropped by 72% while the team retained full visibility and control over exceptions and edge cases.