Case study · in production, 2026

RFSU AB, Sweden

RFSU's order mail, read, understood, and decided before anyone opens it. An agent workflow reads each incoming order, matches the customer, checks every line against the catalogue, and scores its own confidence. The system's job isn't to handle every order; it's to know which orders it can handle.

Client: RFSU AB, Sweden
Role: AI agents for operations, solo
Stack: Business Central · OCR · RAG

The shape of the problem

Wholesale clients order by PDF invoice. Placing one meant mapping every line to the right SKU, converting the units of measure and keying it into Business Central by hand. Customer support's days went to order entry.

What I learned about the field

Everything a human does can be automated. It just takes time. The support team had run these orders for ten years, and every nuance they carried took months of iterating to teach. The automation came out beautiful; the real work was understanding them.

What runs autonomously

The system handles

Reads each incoming order document
Resolves every line to the right item in Business Central
Converts the units of measure and picks the most efficient packaging
Places the finished order

People keep

Anything below the confidence bar waits for a human decision; nothing uncertain ships

5
orders processed a day: ~20
items on an average order

Production volume, August 2026.

The full sixteen-second run: nine steps light up in sequence, then the gate fans out into its three outcomes.

All twelve steps in one frame: email in, three outcomes out.

Intake: the email arrives, the inbox is polled, the attachment is opened and read. Any file type in, plain text out.

The confidence gate

The idea the whole system stands on: every order gets a confidence score, and the score decides. High goes straight to a booked order. Uncertain goes to a person, with the reasoning attached. Unknown customer? The system asks instead of guessing.

The gate resolved: green books it, amber hands it to a person, slate asks who the customer is.

The step panel open on the gate: the plain-language explanation, the logic underneath, and the edge cases it handles.

Outcomes

Order processing: End to end, without a person in the loop
Customer support: Out of order entry entirely
Volume: Five orders a day, ~20 items each

Written by Arsenii Demydov · Published 28 August 2026 · Updated 29 August 2026