Capture the order line by line, price it from the card the customer is already on, and hold it for the person on the sales desk who accepts it or declines it.
Inbound orders by phone, email or EDI, and outbound calls made under the rules that attach to the number dialled.
02
All-party consent as the default on a recorded line, with the AI disclosure given before capture.
Reason
03
Line items, quantities and dates, normalised and matched to the item master on the account.
04
Prices read from the published card that customer sits on, never negotiated on the call.
05
Credit status read and never set, so a blocked account stops an order instead of releasing it.
Decide
06
Language limits on every turn, so nothing the agent says can reasonably read as acceptance.
07
A named person on the sales desk, who accepts the order, amends it or declines it.
Out
08
Retention of the call, the order as captured, the terms quoted and the acceptance itself.
09
Write actions only inside the approval boundaries agreed during implementation.
→Product statement
The agent captures and prices what the customer asked for; a person on the desk accepts it, and the business is bound by that acceptance rather than by the call.
Example workflow
One order, call to acceptance
AgentHuman
1Order receivedCall, email or EDI message, with the disclosure given before capture
2Lines capturedItems, quantities and dates, each matched to the item master
3Order pricedLines, published prices and confidence
4Controls appliedItem and price checks against the published card, credit-status checks, consent posture for the line, held-act checks and confidence threshold
No human action required
Stages 1 to 4 run unaided, and nothing is accepted at any of them — the agent is capturing, and the sales desk's lane opens at the confidence gate.
5DecisionBranches at the confidence threshold
High confidence
Goes to the sales desk to accept.
Low confidence
Adds a credit-control read first.
Sales-desk acceptance
The order is held with the terms it was captured under, its flags and the confidence.
Accept · Amend · Send to credit control
Accepted — released to fulfilment▼
6ERP and order systems updatedOnly where write access and approval policy allow it
7Outcome evaluatedDesk amendments, flagged-line outcomes, credit holds and disputes raised after the order shipped
Amendments
Every desk amendment is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Committing the business to an order it has taken.
Confirming a price, a quantity or a ship date.
Extending credit or varying the payment terms.
Releasing an order held on a blocked account.
Automation boundaryAgent acts unaided
✓Capture the lines, the quantities and the dates requested into the review queue.
✓Price each line from the published card the customer sits on for the named owner.
✓Give the notice before a word of the call is captured.
✓Hold the order for the named person on the sales desk.
Any write happens inside the boundaries agreed at implementation, never ahead of the acceptance.
Answering an allergen or specification question.
Settling a claim, a shortage or a deduction dispute.
Agreeing terms that differ from the trading terms.
Changes to authority limits or disclosure rules.
Example output
One order, annotated
Everything the agent captured is attached to the terms it was captured under.
Order-capture output · single orderIllustrative example
Order
Line as captured
Price applied
Where the price came from
Confidence
What happens next
Trade customer order
Case quantity and delivery date, captured as the customer stated them
Published card price
Price list on the account
93%
Held for the sales desk to accept
As receivedTaken from the customer's account and the published price list — the agent quoted nothing of its own.
Source records usedPublished price listCustomer account recordItem master and stock
Why it stops hereA recorded order is an offer, and acceptance is the act that binds the business.
ActionAcceptAmendSend to credit control
What the score decidesBelow the configured threshold the order picks up a credit-control read first.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every orderFrom the customer record
03Capturing
Capture from the call
Draw on the item master, the published price card and the trading terms on the account.
01Approved path
Take it, a person accepts it
Routine reorders arrive captured, priced and matched to the account.
02Human review
Send the desk the ones that bind
Credit, terms and specification questions are held, so the desk's attention goes where the commitment sits.
04Build an evidence trail
The order, the terms it was taken under and the person who accepted it stay on the file.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
ERP and order managementSAP · Infor · NetSuite Order entry · item master
Customer and pricingCRM · published price lists Trading terms · account records
Order channelsTelephone · email · EDI Customer portals · order forms
Agent
Order capture
Gives the notice Captures and prices Holds for acceptance
Credit and financeCredit control · account status Invoicing and claims
Integration availability depends on the client's existing systems and API access.
Agent controls
Six layers between the model and the order
Each layer contains the next. What gets past the set is listed in the map below.
L6 · Outermost — last line of defenceInward → L1 · closest to the model
L6Rollback / safe modeReduce the agent to order capture when evaluation or production signals degrade.Roll back
L5Version monitoringTrack model, prompt, price-card and authority-limit changes.Track
L4Order trailRecord the notice, the call, the lines, the terms and the acceptance.Record
L3Desk acceptanceHold the order for the named person on the desk; the hold governs acceptance, not whether the lines are right.Gate
L2Language guardrailsTest what the agent may say against the acceptance wording and the held-act list; a failure returns the order. The words are tested; what a customer inferred from them is not.Restrict
L1Confidence thresholdsRoute low-confidence orders to credit control before the desk sees them.Require review
Model coreOrder captured — lines, published prices, flagged terms and confidence
L1 – L2Test whether an order may stand
L3Puts the acceptance in a person's hands
L4 – L5Keep the order and the terms behind it
L6Reduces to order capture when signals degrade
How Nestack evaluates it
Evaluate the capture workflow — not only the order that shipped.
Coverage runs the whole depth of the workflow, and every layer is cut by slice.
Surface — the order the customer expects
Depth of coverage ▼
E1Final-output evaluationDid every captured line match what the customer actually asked for?
E2Step-level evaluationDid the agent use the right account, price card and terms?
E3Tool evaluationDid it read and write the correct order and the correct field?
E4Confidence calibrationDo low-confidence orders actually attract more desk amendments?
E5Slice evaluationHow does performance change across specific customer groups?
E6Business outcomeHow many orders needed an amendment, or a dispute after shipping?
Floor — the order the business is bound to
Failure modes
Where each failure originates in the agent
Seven ways an order goes wrong, placed by stage.
Agent lifecycleDirection of processing →
01 · Retrieval1 mode
BN-03
Superseded price card
A line is priced from a card the account has moved past.
Stage gathersCall or message, account record, item master and terms
02 · Reasoning2 modes
BN-04
Wording reads as yes
A confirmation phrase is heard as acceptance of the order.
BN-06
Credit status assumed
A blocked or expired account is treated as though open.
Stage proposesCaptured lines, flagged terms and confidence
03 · Tool / write2 modes
BN-02
Order released early
An order moves to fulfilment before a person accepts it.
BN-05
Line captured twice
The same line arrives on a call and an email and both stand.
Stage writesOnly where write access and approval policy allow it
04 · Output1 mode
BN-01
Notice not given
Capture begins before the disclosure the line is configured to give.
Stage returnsThe order a person accepts and the business is bound to
05 · Change / Version1 mode
BN-07
Silent authority drift
A model or rule change widens what the agent will commit to.
Stage tracksModel, prompt, price card and authority limits
Sev-1 · an order accepted at captureSev-2 · a wrong price reaches the orderSev-3 · source degrades, order routes to review
Break the amendment rate down before you accept it. Contract-price accounts and accounts on stop carry the terms that actually bind, and they are where an aggregate stops being informative. Nestack reports the rate by customer slice.
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Contract-price accounts
5.3%
3.4×
Review
New or blocked accounts
3.3%
2.1×
Review
Substituted items
2.6%
1.7×
Watch
Standing weekly reorders
1.2%
0.8×
Normal
Bar: desk-amendment-rate lift vs. standing-reorder baseline · scale 0–4.0× · tick marks the 2.0× review threshold2 of 4 slices over threshold
Evidence-linked improvement
A cycle ends in a standing case
Nothing closes because it was understood. It closes when the next release has to pass a case, and that suite is what the next order taken is measured against.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Desk-amendment rate rises in a customer slice.
02Diagnose
Which account, which card, which phrase? The orders and the calls beneath them are read together until the cause narrows to one.
03Improve
Changes ship against a version with the orders that caused them.
04Verify
A failing case blocks release until it clears.
05Learn
The case is permanent, and the acceptance rules move with it.
Learn → DetectThe return edge. The next order meets a suite one case longer.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, capture workflow, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Order workflow discovery and boundary definition with the sales desk.
02ERP, CRM and pricing source assessment.
03Authority-limit, terms and disclosure mapping by customer group.
04Order ingestion and line normalisation.
05Pricing from the published card.
06Confidence scoring and credit-hold routing.
07Sales-desk acceptance workflow.
08ERP and order-system integration.
09Acceptance and price cases.
10Guardrails and credit controls.
11Order-trail instrumentation.
12Deployment, documentation and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne desk, one customer groupProductionProduction order systemsAdvancedMultiple entities / regions
Introduced at Pilot
Capture against your item master✓✓✓
Sales-desk acceptance✓✓✓
Order-accuracy baseline✓✓✓
Introduced at Production
Reporting by customer group—✓✓
Acceptance workflow in your systems—✓✓
Approved write-back—✓✓
ERP and order integration—✓✓
Introduced at Advanced
Multi-entity terms rules——✓
Multi-stage desk approvals——✓
High order volume——✓
Multi-entity order controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on integrations, workflow complexity, order volume, approval controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your item master and the units each line uses→Order ingestion and item mappingWeek 1
02Orders your desk has already taken→Capture baseline, line extraction and price bindingWeek 2
03Your published price cards and trading terms→Authority-limit, terms and disclosure mappingWeek 1
04Access to relevant APIs, feeds or exports→ERP, CRM and pricing assessment, then integration setupWeek 2
05Orders you would not want accepted→Acceptance cases and failure-mode testingWeek 4
06What taking an order may never commit→Confidence scoring, credit-hold routing, guardrails and acceptance controlsWeek 3
07The named people who accept orders→Acceptance workflow, then pilot and production validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Each band covers the weeks it genuinely occupies, so the fifth week holds two kinds of work.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Order workflow discovery, terms mapping and the automation boundaryW2Source integration and the capture baselineW3Capture workflow, confidence logic and acceptance controlsW4Evaluation suite, held-act guardrails and failure-mode testingW5ERP integration, pilot orders and targeted correctionsW6One order cycle taken under the sales desk, then Agent Care handover
Reading the bandA band covers the weeks its work is named in, and the fifth carries two kinds of it.
At the end of W6Live orders close the validation and monitoring moves to Agent Care.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Food & Beverage AI agent
Build an order-entry agent that captures the order and leaves acceptance with a person.
An order is an offer and acceptance binds, so the agent captures, prices from the published card and holds; a mobile number carries the calling rules whether or not the customer is a business. Bring your item master, your price cards and trading terms, the authority limits the desk works to, and the names of the people who accept.
