Overview

IBM’s AI-enabled Order Fulfillment Solution uses agentic AI to intelligently manage customer orders that cannot be fulfilled through standard processes—typically due to lack of stock availability. When a sales order cannot be confirmed, the AI-powered Sales Order Fulfillment Agent evaluates data from SAP and non-SAP systems to identify the best alternative strategy. The agent considers key data points including stock availability across other plants, customer preferences, and historical behavior to propose actions such as reallocating inventory, substituting items, or delivering partial shipments.

The agent is designed to reason through complex fulfillment scenarios, take autonomous action, and learn from human feedback to continuously improve its decision-making accuracy. Once a strategy is chosen, the agent can initiate the necessary steps—such as triggering a stock transfer order.

Traditionally, this process is manual, requiring fulfillment analysts to spend significant time reviewing data which can result in inconsistent decision making. By automating this process, the AI agent enhances speed, accuracy, and transparency. The agentic AI solution is built to balance operational efficiency with customer satisfaction, using customer-specific insights to minimize the risk of dissatisfaction while supporting key performance indicators like on-time, in-full delivery.

Benefits

• Faster time to value: Accelerates fulfillment decisions by automating complex order analysis and strategy selection
• Greater operational efficiency: Increases operational efficiency by reducing manual workload and decision-making time
• Scalability: Easily adapts the Agentic AI model to other logistics and supply chain workflows
• Transparency: Provides greater transparency into data-driven decision making, with Agent decisions clearly explainable

Business Value

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