Genpact has announced a shift in order management from traditional processing methods to a model focusing on human-supervised autonomous resolution. This transformation is driven by advancements in Agentic AI and Process Intelligence, which are designed to enhance the efficiency and responsiveness of supply chain operations.
As supply chains face increasing complexity and frequent disruptions, organizations are finding it essential to evolve their order management systems. In a recent online session, key industry leaders discussed the need for businesses to move beyond basic workflow automation to develop robust exception management strategies.
Jonathan Rodammer, Senior Vice President and Head of North America Operations at Kenvue, serves as one of the moderators for the session. He emphasized the importance of adapting to new technologies to improve operational performance and customer service. “The shift to Agentic Operations represents a critical evolution in our approach to handling order exceptions,” he stated.
During the session, Sreeni Dhannawada, Global Practice Leader for Order Management and Logistics at Genpact, discussed how AI-driven decision support and real-time visibility can empower teams to resolve order exceptions more effectively. He noted that this change enables businesses to create customer-centric operations that are more resilient and efficient.
Other speakers included Marjan Voit, Senior Vice President of Supply Chain Operations at Ross Stores, and Peter Williams, Head of Banking Solution Architecture for Global Financial Services at Amazon. Both highlighted the necessity of proactive exception management to mitigate revenue loss and improve service levels.
Key takeaways from the discussion included the following:
- A move toward intelligent systems that support decision-making across the order lifecycle.
- The significance of end-to-end visibility for proactive interventions in order management.
- The need for governance frameworks that balance autonomous AI operations with necessary human oversight.
Businesses implementing these strategies have reported impressive metrics, including a 40-60% increase in operational productivity, a 30-50% reduction in cost-to-serve, and a 20-30% improvement in customer experience. Additionally, there has been a noted revenue uplift of 1-5%.
The ongoing evolution of order management through technology indicates a broader shift in how companies are preparing themselves to tackle future challenges in supply chain management.
