Triage supplier support tickets with AI and graduate workflows to autopilot

Wayfair handles requests from tens of thousands of suppliers in an internal support tool called Wilma. Associates used to read every ticket, work out the issue and pick a team by hand. With OpenAI models, Wilma now reads each request, fills gaps in context and routes it, and the team says it went from idea to production in under a month. Further agent workflows review history, assess tricky cases and draft replies for the replacement parts team to check. Wayfair tracks how often the AI suggestion matches the final human call, and only workflows that clear a set bar move from assistive to semi autonomous. It reports 41,000 supplier tickets a month automated, up to 70% in some flows.