Agentic BSS Use Case: A New Mobile Connection with Number Porting

A customer wants a new 5G plan, a device on installments, and insurance—and wants to keep their existing number.

For the service representative, that request brings together several decisions: whether the number is eligible to transfer, which plan fits the customer's needs, whether the device is available, and which payment and insurance options apply.

An Agentic BSS workflow can coordinate these checks and prepare a proposed order for review. This illustrative use case, adapted from Cloudnet.ai's Understanding Agentic BSS whitepaper, follows that journey through Order Genius Hub, Veris Agent Builder, and Veris Suite.

Turn the request into structured requirements

The representative enters the customer's needs in natural language through Order Genius Hub, the copilot interface within the CRM

The workflow recognizes the new-connection request and presents a tailored Key Order Info form, prefilled with details extracted from the description. The representative verifies the information and supplies anything missing, such as the number to transfer, the preferred port-in date, or the required porting credentials.

The confirmed requirements give the agents a shared starting point: the customer's plan needs, budget, device preferences, insurance requirements, and port-in details.

Coordinate the specialist checks

A supervisor agent coordinates four specialist agents through the configured playbook:

• Portability Agent: Checks port-in eligibility and validates the supplied porting details through the relevant API.

• Offer Agent: Queries the product catalog for plans matching the customer's budget and usage needs.

• Device Agent: Checks device options, inventory, and installment terms against the customer's preferences.

• Insurance Agent: Retrieves suitable device-insurance options and pricing.

Independent checks can run in parallel, while the workflow manages dependencies between them. The agents retrieve information through approved tools and interfaces to the connected systems.

The supervisor combines their findings into a recommendation set for the representative.

Compare the options in one place

Order Genius Hub brings the plan, device, installment, and insurance recommendations into a consolidated view, together with relevant eligibility findings and alternatives.

The representative can compare the options, discuss them with the customer, and confirm a suitable combination. If the customer's requirements change, the workflow can refresh the recommendations before proceeding.

This connects the original request to a specific configuration that the representative can inspect and explain.

Prepare an editable order draft

Once the representative confirms the selection, the workflow maps it to the required BSS order fields and populates an editable draft. That includes the chosen plan, device and installment details, port-in information, and insurance selection.

The representative reviews the draft, makes any necessary corrections, and submits it through the standard BSS process. Existing validations, credit checks, and configured approval requirements continue to apply. Porting and activation then proceed through the operator's normal downstream processes.

In Cloudnet.ai's reference architecture, Veris Agent Builder coordinates the agents, playbooks, and tool calls. Veris Suite provides the authoritative BSS records and governed transaction processing.

Order Genius Hub gives the representative the interface for capturing requirements, comparing recommendations, and reviewing the order.

Keep exceptions visible

Missing information, an invalid porting credential, or an unavailable inventory service can interrupt the journey.

The configured playbook determines the response. The copilot may ask the representative to correct or complete the information, flag that a recommendation is temporarily unavailable, or return the affected step to a manual process.

For example, an inventory-service timeout can leave device recommendations unavailable while other checks return results. The representative needs to see which information is missing and what still requires verification before submission.

The workflow should preserve that distinction throughout: a partial recommendation must make its unresolved checks visible.

Evaluate the complete ordering workflow

Compare the workflow with the existing ordering process. Useful measures include preparation time, repeated data entry, draft completeness, representative corrections, validation failures, downstream order fallout, and human overrides.

Traceability also matters. The record should connect the captured requirements, agent findings, selected configuration, changes to the draft, and final submission.

The intended improvement is a more complete, reviewable order with less avoidable re-entry and rework, while the representative retains control of submission.

Explore the architecture and safeguards in Understanding Agentic BSS →

Related use case: Resolving a Delayed Broadband Installation →