Research into two-party agentic delivery
Carrier operations, customer-service outsourcing, consent, escalation, and network dependencies.
AAO-112 / Delivery and Operations
Telecom managers should verify that supplier changes reach the operating people, instructions, account tools, and escalation routes affected by them. Technical deployment is incomplete when staff continue to act on obsolete assumptions about what the agent can do.
AAO-106 / Governance and Accountability
Telecom executives should define how the service recognizes and acts on instructions from a customer’s agent. Technical interoperability does not establish identity, delegated authority, informed agreement, or a valid change to the customer’s account.
AAO-057 / Data, Technology, and Security
Telecom managers should require proof of the customer instruction, the terms presented, the authority exercised, and the plan state applied. A successful conversation or tool call does not establish a valid and correctly implemented customer change.
AAO-060 / Governance and Accountability
Telecom boards should require human escalation to be an operating capability with capacity, context, and authority. A contract promise to offer a human is incomplete if the customer cannot reach someone able to resolve the problem.