Unified Order Intelligence: How BT Transformed Fragmented Systems into a Predictive Powerhouse

BT tackled operational inefficiencies caused by disparate systems managing Order Journeys—split tasks, limited visibility, and delayed updates. These systems created double-keying and swivel-chairing issues, hampering effectiveness. Their solution: a Pega-based Service Delivery User Interface providing a holistic view of order fulfillment with intelligent routing, milestone tracking, and jeopardy management. Built rapidly using Gen AI Blueprint, the application delivers unified user experiences and helps close legacy IT systems. Future plans include implementing Process AI for predictive capabilities and real-time decision-making, while Pega Insights will provide data-driven process metrics and performance indicators.