Sub-function
O2C Control Tower
Owns invoice work end to end inside AI GBS & Global Business Services. Runs 4 lines across 24 stations, drains the repeatable share into the O2C tower, and holds 3 human gates.
Estate rating
A
78 / 100
Matching, billing and dunning are fully agentic. Credit holds on strategic accounts and write-offs above threshold are human decisions with revenue consequences.
Agents
12
Lines
4
Units / wk
22,967
Timetable vs actual
10.8h → 11.0h
Cost / unit
$9.76
was $35
Run-rate saving
$30.7M
annualized at this volume
The 12 agents running this sub-function
Grouped by what they are for, not by where they sit. The agent org is process-shaped.
Order-to-Cash Tower Orchestrator
Owns the o2c control tower lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A4 · escalates to Escalates to Tower Lead, Order-to-Cash when the unit falls outside the decision envelope or confidence drops below the floor.
Order Validation Agent
Runs the repeatable portion of o2c control tower inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Tower Lead, Order-to-Cash when the unit falls outside the decision envelope or confidence drops below the floor.
Cash Application Agent
Runs the repeatable portion of o2c control tower inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Tower Lead, Order-to-Cash when the unit falls outside the decision envelope or confidence drops below the floor.
Deduction Agent
Runs the repeatable portion of o2c control tower inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Tower Lead, Order-to-Cash when the unit falls outside the decision envelope or confidence drops below the floor.
Credit Check Agent
Holds the rules that bind every other agent in o2c control tower. Versions them, tests them against live decisions, and blocks work that breaches them.
ceiling A4 · escalates to Escalates on any decision that would breach a live policy version, with the clause cited.
O2C Control Agent
Holds the rules that bind every other agent in o2c control tower. Versions them, tests them against live decisions, and blocks work that breaches them.
ceiling A4 · escalates to Escalates on any decision that would breach a live policy version, with the clause cited.
Billing Agent
Executes the o2c control tower step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Tower Lead, Order-to-Cash when the unit falls outside the decision envelope or confidence drops below the floor.
Collections Agent
Executes the o2c control tower step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Tower Lead, Order-to-Cash when the unit falls outside the decision envelope or confidence drops below the floor.
Dispute Resolution Agent
Executes the o2c control tower step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Tower Lead, Order-to-Cash when the unit falls outside the decision envelope or confidence drops below the floor.
Customer Master Agent
Executes the o2c control tower step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Tower Lead, Order-to-Cash when the unit falls outside the decision envelope or confidence drops below the floor.
Working Capital Agent
Authors positions on o2c control tower. Frames the question, models the options, and writes a recommendation a human can ratify or reject.
ceiling A4 · escalates to Escalates when two options sit inside the confidence band and the evidence cannot separate them.
O2C Control Tower Challenger Agent
Adversarial reviewer for o2c control tower. Argues the opposite case on every position and flags where the evidence does not carry the claim.
ceiling A4 · escalates to Escalates when a ratified position is still running against a break condition it flagged.
Estate rating breakdown
Seven control dimensions. Judgment readiness runs against autonomy on purpose.
People
What the humans stopped doing, and what they do now.
Redeployed into scenario work and strategy authoring review.
Lines running in this sub-function
Each line is a workflow. Click a line to walk it station by station.
Strategy positions this sub-function holds
An agent that only executes is a robot. These are the calls it made, the argument against each one, and what would prove it wrong.
O2C Control Tower Operating Position
In challengev3What operating shape carries twice the current invoice volume without adding headcount, and what breaks first if we are wrong?
Hold the ceiling at A4 for o2c control tower. Matching, billing and dunning are fully agentic. Credit holds on strategic accounts and write-offs above threshold are human decisions with revenue consequences. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.
confidence
61%
The challenge — O2C Control Tower Challenger Agent
O2C Control Tower Challenger Agent argues the recommendation leans on 3 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 10 percent for two consecutive months
- ·Cost per invoice stops falling while volume keeps rising
- ·A control failure in this lane reaches a customer or a regulator
Evidence gaps
- ·No independent test of the control evidence behind the touchless rate
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $460k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $195k to build controls | Override rate is 14 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $401k transition | Loses local context. Rework risk on the cases that are hardest to recover. | under review |
Policy register
The rules the agents above are bound by. Version, owner, approver, and the agents each rule constrains.
| Ref | Rule | Scope | Owner agent | Approved by | Version | Status |
|---|---|---|---|---|---|---|
| GB3-POL-200 | O2C Control Tower Decision Envelope Agents in this lane may act without a human when the invoice sits inside the stated value, risk and confidence envelope. Outside it, the unit holds at a gate with a named approver and a running clock. binds 6 agents · Global | envelope | Credit Check Agent | Tower Lead, Order-to-Cash | v1.3 | Active |
| GB3-POL-201 | O2C Control Tower Evidence Standard Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. An action with no evidence record is treated as a control failure, not a fast decision. binds 6 agents · APAC | evidence | Credit Check Agent | Tower Lead, Order-to-Cash | v1.0 | Active |
| GB3-POL-202 | O2C Control Tower Escalation Rule Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. Tower Lead, Order-to-Cash owns the response clock. binds 6 agents · Global | escalation | Credit Check Agent | Tower Lead, Order-to-Cash | v1.8 | Superseded |
| GB3-POL-203 | O2C Control Tower Autonomy Ceiling The ceiling for this lane is 92 on the platform scale. Matching, billing and dunning are fully agentic. Credit holds on strategic accounts and write-offs above threshold are human decisions with revenue consequences. The ceiling is a governance decision, not a technical limit, and only Tower Lead, Order-to-Cash can propose moving it. binds 6 agents · EU · UK · US | ceiling | Credit Check Agent | Tower Lead, Order-to-Cash | v3.0 | Active |