Before Auditoria
Denny’s Corporation is an American table-service diner-style restaurant chain. It is the nation’s largest chain of family-style, full-service restaurants. The company consists of the Denny’s and Keke’s brands, many of which are franchised and licensed operations.
Recently, Denny’s introduced a new powerful framework with a heightened focus on their existing strategies. As part of their C-R-A-V-E Strategic Priorities, Denny’s looked to Create (the C in CRAVE) leading-edge solutions with technology and innovation. One of the areas ripe for transformation was the finance back office.
As part of collecting royalties billed to franchisees, customer invoices were being created and flowing through their finance inboxes. The inbox was filled with requests for payment statuses, short pay inquiries, and updates for account records — more than the team could handle efficiently.
The team needed to synchronize multiple entities and multi-company mailboxes to standardize responses and speed up response times for incoming inquiries and requests for documentation.
Denny’s needed a way to increase the speed and effectiveness of the AP team’s work and the ability to consolidate AP communications, so it chose Auditoria’s AI AP Helpdesk to centralize inbox communication, reduce resource requirements, and speed up response time.
Jay Gilmore, SVP, Chief Accounting Officer, Corporate Controller
After Auditoria
Auditoria AI Agents were deployed to capture and monitor mailbox traffic and intelligently handle high-volume AP requests, inquiries, and corresponding tasks. The Agents verify email senders, understand sender intents, extract message data, and search systems of record to respond to requests coming into Denny’s AP team.
The Agents classify and label emails, write notes, and dynamically prioritize tasks for the AP team to handle. The Agents also send replies per the outcomes of intent match and record searches set as part of the AP workflow.
All activity, both human and automated, is captured in the Auditoria console, eliminating the need to log into shared email boxes. Data is aggregated from disparate systems for a single view.
Human-In-The-Loop Collaborative Mode increased accuracy in responses, higher productivity, and stronger trust in automation. With established confidence and deepened trust, users switch to autonomous mode for AI to control workflows without human intervention.
This synergy between human insight and AI capability marks a significant advancement in streamlining finance office operations.
Realizing Impactful Results
By utilizing the AP Helpdesk module, Auditoria delivered rapid, reliable processing of email-originated AP requests and inquiries, backed by generative AI. Auditoria helped streamline Denny’s AP communications using AI technology and identified the sending of duplicate invoices in almost 12% of the invoices received, allowing the AP team to save time and effort processing invoices already in the system.
95% of the emails received in the inboxes had intents that were detectable by the agents, including requesting the status of a payment, a short pay inquiry, or a request to update an account record.
Jay Gilmore, SVP, Chief Accounting Officer, Corporate Controller
AP Helpdesk helped increase vendor satisfaction with responsive communication and faster turnaround of email requests. Summary email extraction insights, such as intent detection, replies, and tasks, were displayed and exportable for Denny’s team with AI performance reporting to show the value and insights gained.
With Auditoria agents handling the redundant and repetitious portions of inbox management, Denny’s AP team was freed up to tackle more pressing exception handling and relationship building to maximize operational efficiency.
