Description
Choco is an AI-powered platform that modernizes food and beverage distribution, serving over 21,000 distributors and 100,000 buyers across the US, UK, Europe, and the GCC. By connecting restaurants, suppliers, and distributors into a unified system, Choco streamlines ordering, sales, and customer management across the food supply chain.
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As order volumes grew, Choco encountered a significant bottleneck: orders arrived through various channels such as emails, texts, voicemails, images, and even handwritten notes. Teams were required to manually translate these inputs into structured ERP orders, a slow and error-prone process that limited scalability and created operational friction. The challenge was not only processing these inputs but also managing the implicit context of customer-specific SKU mappings, unit preferences, and delivery patterns, which were traditionally held in the minds of order desk representatives.
With the emergence of production-ready large language models (LLMs), Choco recognized an opportunity to transcend traditional workflow software and develop AI systems capable of executing work directly. OpenAI APIs became integral to this transformation. Choco embedded these APIs at the core of its platform, leading to the creation of OrderAgent, which processes multimodal inputs—including emails, SMS, images, and documents—and converts them into structured, ERP-ready orders.
Choco also introduced VoiceAgent, powered by OpenAI’s Realtime API, allowing customers to place orders naturally over the phone with sub-second latency, even outside business hours. OpenAI was chosen for its model performance, multimodal capabilities, structured outputs, and production reliability at scale. This integration allowed Choco to unify previously disconnected workflows into one intelligent system.
The implementation was rapid and scalable, utilizing OpenAI’s SDKs and APIs to integrate capabilities like speech-to-text and embeddings into its infrastructure. A rigorous evaluation framework was established, incorporating ground-truth datasets and continuous monitoring to ensure accuracy and performance in production. Adoption was driven by seamless integration across the entire ordering workflow, allowing customers to continue ordering through their preferred channels.
Choco continues to expand its AI capabilities across the food distribution ecosystem, enabling a new class of users—non-engineers who act as “agent orchestrators.” Looking ahead, Choco plans to further scale its use of OpenAI APIs to enhance autonomous, context-aware systems across sales, commerce, and supply chain operations, marking a shift from workflow software to AI-powered execution infrastructure.
- CategoryWorkflow Automation
Key Takeaways
Processes over 8.8 million orders annually
Achieves up to 50% reduction in manual order entry
Enables 2x productivity gains
Maintains error rates below 1–5%
Supports 24/7 order intake
Integrates multimodal inputs
Utilizes OpenAI APIs
Offers optional Autopilot mode
What This Case Study Demonstrates
- Food Distribution
- Order Management
- Sales Productivity
- Customer Engagement
- Operational Efficiency
