Viking Group Inc. Achieves 91% Touchless Order Processing with AI Integration

The situation

Viking Group Inc., a North American manufacturer of fire protection technology, faced a significant operational challenge in its customer service function. The company processes hundreds of purchase orders weekly—a volume that created substantial strain on its manual processing systems. This reliance on human intervention to handle order intake, data entry, and validation led to predictable consequences: processing delays and a recurring error rate that affected both operational efficiency and customer experience.

The bottleneck was not a matter of insufficient staffing or poor execution by the team. Rather, the sheer volume of orders arriving through multiple channels, combined with the need for accurate data extraction and entry into internal systems, exceeded what manual processes could reliably deliver at the required speed. Viking Group recognised that addressing this problem required a fundamental shift in how orders moved through the organisation.

The approach

Viking Group implemented Endeavor's AI-powered order management platform as its solution. The system was designed to ingest purchase orders arriving from various channels and automate the data extraction process that had previously required manual handling. Rather than replacing the customer service team entirely, the AI platform was positioned to handle the routine, high-volume work that consumed resources without adding strategic value.

The integration focused on automating the initial stages of order processing—the capture and structuring of order data—where errors and delays were most costly and most frequent. By automating these touchpoints, the system freed human staff to focus on exceptions, complex orders, and customer relationship elements that required judgment and contextual understanding.

What happened

The results demonstrated the potential of AI integration in order management. Viking Group achieved 91% touchless order processing, meaning that more than nine in ten orders moved through the system without requiring human intervention. Alongside this improvement in automation, the company realised a 95% reduction in human corrections—a metric that directly reflects improved accuracy in the initial data capture and processing stages.

Viking's AI accuracy improved rapidly as the system learned their catalog and customer base.

The improvement in accuracy was not instantaneous but rather developed as the system accumulated experience with Viking Group's specific product catalogue and customer base. This learning capability allowed the platform to become progressively more reliable over time, reducing the need for staff to catch and correct errors that might have otherwise propagated through downstream systems.

The takeaway

The Viking Group case demonstrates a measurable business case for AI integration in order management operations. By automating the data extraction and initial processing stages, the company reduced both the labour intensity of order handling and the error rate that had previously required correction cycles. The 91% touchless processing rate and 95% reduction in corrections indicate that AI systems, when properly implemented, can handle the high-volume, repetitive work that characterises order intake at scale.

The integration also suggests that AI's value in this context lies not in eliminating human involvement but in redirecting it. By automating routine processing, Viking Group's customer service team could shift focus from error correction and data entry toward customer-facing activities and exception handling—work that benefits from human judgment and relationship management. The learning capability of the system—its ability to improve accuracy as it processes more orders—indicates that the benefits of such integration tend to increase over time rather than plateau at implementation.