Implementation of NLP (Natural Language Processing) for a top clothing brand using Pega Systems

Pega NLP Implementation: Transforming Order Fulfilment for One of the World's Largest Clothing Brands

Order fulfilment is critical to any business, especially for a large clothing brand. Timely and accurate order fulfilment can make or break a business, and in today's fast-paced digital world, customers expect nothing less than a seamless and efficient experience.

One of the largest clothing brands in the world faced a significant challenge in its order-to-cash (O2C) process. The brand used to receive orders from customers through emails, and the orders were fulfilled manually, leading to a slow turnaround time and a high risk of errors and missed orders.

To tackle this challenge, the brand decided to implement a Natural Language Processing (NLP) solution using Pega technology. In this blog post, we will explore how the brand implemented Pega NLP and the impact it had on their order fulfilment process.

 The Problem: Manual Order Fulfilment Process

 The clothing brand's order fulfilment process was entirely manual. Customers would send their orders via email, and the brand's customer service team would manually process these emails and forward them to the respective departments for fulfilment. This manual process was time-consuming and prone to errors, leading to delays in order processing and fulfilment.

 The Solution: Pega Email Bot

 To overcome the challenges posed by the manual order fulfilment process, the clothing brand turned to Pega NLP technology. The brand implemented an email bot that reads all incoming emails and automatically forwards them to the respective departments for order fulfilment.

The Pega NLP email bot leverages machine learning and natural language processing to understand the intent of the emails and route it to the correct department. The email bot takes the keywords from the mail and sends them to the respective work baskets. The email bot also auto-generates acknowledgement receipts which are sent back to the customer via email, eliminating the need for manual acknowledgement generation and reducing the turnaround time.

The Impact: Increased Efficiency and Reduced Human Intervention

 The implementation of Pega NLP technology had a significant impact on the clothing brand's order fulfilment process. The turnaround time for order processing and fulfilment was reduced, leading to a more efficient and streamlined supply chain. The risk of errors and missed orders was also greatly reduced, as the email bot ensured that all the orders were processed and fulfilled correctly.

 The most significant impact of the implementation was the reduced need for human intervention. The email bot automates much of the order fulfilment process, freeing up the brand's customer service team to focus on other tasks that require human expertise. This not only reduces the risk of errors but also increases the productivity of the brand's workforce.


In conclusion, the implementation of Pega NLP technology has transformed the order-to-cash process for one of the world's largest clothing brands. The email bot has reduced the turnaround time for order processing and fulfilment, eliminated the risk of errors and missed orders, and reduced the need for human intervention. With Pega NLP technology, the brand has been able to increase efficiency and streamline its supply chain, delivering a better customer experience.

Blog written by: 

Jeyanthi C 
AVP Presales

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