term 01 of 06 · glossary
Touchless order processing
Order processing where an inbound order flows from receipt to the ERP with no manual data entry, also called straight-through processing.
The metric to track is the touchless rate, the share of orders that post with no human edit. It is the best single measure of whether order automation is paying for itself, because every touched order still costs CSR minutes.
In practice, no system is 100% touchless, some orders are genuinely ambiguous. Mature operations run 70-90% touchless and route the rest to a human review queue. The value is automating the confident majority while still catching the exceptions.
Touchless processing depends on accurate extraction (reading the order correctly) and validation (matching it to your customers, items, and prices) so that an order is only posted automatically when the system is confident it's right.