International logistics organisation
An engagement at a large logistics and aviation-related company: disputes on outgoing invoices, and the question of how to assess them consistently.
The situation
A growing stream of disputes
A considerable share of outgoing invoices was disputed. The assessment of those disputes depended on who handled the file: on personal experience, on the counterparty's account, and on unwritten knowledge of earlier exceptions. The process was error-prone and time-consuming, and the outcome was hard to justify. Two comparable files could end differently.
The approach
Understand first, then build
The starting point was not technology, but listening. Within the operation itself it became visible how experienced staff actually weighed their decisions. Those unwritten decision rules were made explicit, structured and translated into an AI solution that works within the organisation's existing infrastructure.
Not the process as it stood on paper, but as it was actually carried out — that is where the solution began.
The result
Consistent and verifiable
The solution assesses standard disputes independently and gives full reasons for every outcome. The outcome is consistent and verifiable, regardless of who handles the file. The assessment that previously varied from person to person now follows the same, traceable rules.