Automated customer requests classification & answer sample

Purpose

Automated customer requests classification & answer sample supports supplier request handling by perceiving requests, making decisions such as whether an invoice is missing or already processed, interacting with external systems, and executing follow-up actions with human-in-the-loop supervision for exceptions.

Primary users

The primary user is not specified in the provided information. Based on the provided Team/BU, the agent is associated with DFA and is linked to a Consumer Credit context, with ownership attributed to Fares BARSAOUI.

Where it fits (process/stage/trigger)

The agent fits into the supplier request management process when a supplier request is received and needs to be classified, checked against external systems such as ERP and SharePoint, and routed toward an appropriate operational action or exception review.

Key capabilities / workflow

The agent perceives a supplier request, evaluates whether the case concerns a missing invoice or an already processed invoice, interacts with ERP, SharePoint, and email, and executes actions such as requesting a duplicate or initiating payment while looping back for further handling when human supervision is required.

Inputs

Typical inputs include supplier requests. Other input formats, required fields, datasets, credentials, and source documents are not specified in the provided information.

Outputs / Deliverables

Outputs include classified request handling, email-based duplicate invoice requests, payment initiation actions, answers related to already processed invoices, and exception cases routed for human-in-the-loop supervision. Additional output formats are not specified.

Value

The agent provides value by moving beyond basic classification or answer generation to support autonomous supplier request handling, external system interaction, decision-based execution, and supervised exception management within the Consumer Credit context.