At LOUPE Americas, visitors can get an up-close look at some of the latest Cerm innovations developed to help label, flexible packaging, and folding carton converters automate more of their operations, make better use of their data, and manage increasingly complex production environments.
That includes the latest developments in AI, production scheduling, quality management and traceability, together with new CERM products and innovations making their first appearance at the show.
CERM Lexis is the company’s cloud-based AI platform designed to automate one of the most time-consuming administrative tasks in the label and packaging industry: turning incoming customer emails into Cerm sales orders.
Lexis reads incoming emails and attachments, identifies the customer and relevant order information, and prepares it as structured Cerm business data, ready for a user to review and confirm.
Less manual data entry. Faster order processing. More time for the customer service team to focus on work that actually needs their expertise.
Lexis extracts the full content of the email and any attachments and transforms it into structured business data. Lexis is the first agent working with live business data for this specific use case. Using a real-time API connection to the CERM database, Lexis suggests the most likely customer record. If the sender’s email address matches a single customer, Lexis confirms it automatically. If there are several possible matches, a staff member picks the right one. Lexis then pulls out the purchase order number, products, quantities, and delivery information from the email and attaches a confidence score to what it has found. Lexis not only supports this simple order creation flow but is a real customer service support agent that validates prices, creates new products, manages the artwork attached to the emails, creates new delivery addresses in the MIS, validates PO numbers, and performs other work. All of this was traditionally done manually by a customer service representative.
A CERM user is required to review and confirm the data before the sales order is created. Nothing is entered into CERM without a person signing off on it. If a company chooses to, Lexis can also send the order acknowledgement back to the customer automatically once the order has been entered. Using a rule-based model, CERM customers can also customize the behavior of Lexis based on customer specifications and preferences. For instance, rules can account for a specific customer’s typical order format, communications patterns, or additional requirements that need to be incorporated for a particular customer.
“Manually copying order details out of an email and into a business system is exactly the kind of repetitive work that leads to mistakes, especially when volumes are high and orders are complex,“ says Michael Nankervis, managing director at Onpack, an early adopter of Lexis. “Lexis isn’t designed to replace customer service teams. It removes repetitive administrative work so they can focus on customers instead of data entry.”
Additional highlights
At LOUPE Americas, Cerm is also previewing new developments around quality management and Ttraceability, designed to give converters greater control over quality processes and better visibility throughout production.
“Our new Quality Management Module introduces digital checklists that help centralize quality records connected to production jobs, supporting more standardized and documented quality processes,” the company states. “We’ll also showcase developments in traceability that make it easier to follow what happened throughout production – and access the information when you need it.”
