Subsidies for your AI project?
Subsidies for your AI project?
In our words •
Sibelco, the Antwerp-based global materials group, receives customer orders in a central mailbox. The same mailbox also receives transport orders, complaints, invoices and other documents. Customers often use their own product names, codes and numbering. Before an order could be processed, Customer Service first had to work out which documents were actual purchase orders.
Together with Sibelco, CROPLAND built an Order Intake Agent that reads and classifies every incoming document, including technical specification sheets. The agent runs on an OpenAI language model and works with the systems Sibelco already uses. Incoming emails are logged as cases in Salesforce and each attachment is analysed separately. A second model filters out irrelevant files, and a check prevents the same document from being processed twice. When the agent is not confident enough, it hands the document to an employee.
The results:
The project started with an AI discovery session. Over the years, many business rules had grown and partly lived in the heads of the Customer Service team. Mapping processes, decision trees and exceptions together with the users made those rules explicit. A next phase looks at letting the agent act directly in the ERP system.
How much knowledge in your organisation still lives only in people’s heads?
The case was picked up by several Belgian business and technology media in October 2026.
