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How order management is evolving to embrace agentic AI
Order management is a central cog in telco operations, decomposing orders into their constituent parts and ensuring their fulfillment and delivery as products and services. Until recently, operators had worked around order management challenges such as order fallout, an inability to support in-flight changes well, and poor control and visibility for customers in order commitments, status, dependencies, costs and timing.
But now the limitations of legacy order management are showing up as operators delayer and become more ecosystem-oriented, product and service offerings broaden and become more complex, and customer experience expectations elevate. Experts within operators tasked with getting ahead of this challenge agree that agentic capabilities, applied appropriately, represent a sensible next step in order management’s evolution
20 years as a chief analyst and research director covering the telecoms sector with a focus on operator business models, transformation and strategies for developing new revenue streams.