What's new in agentic AI
Agentic AI release information
- Release schedules
- Agentic AI enhancements are released on the same schedule as the Sterling™ Order Management System. For more information, see the following schedules:
Agentic AI what's new features and enhancements
See the most recent features and enhancements in agentic AI. The most recent enhancements are listed first.
5 June 2026 (Release 26.2.4.2 - 10.0.2604.2)
- Creating and managing AI tools in Order Hub
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Administrators can now create, modify, and delete AI tools in Order Hub. This release lets you configure integrations, update tool behavior, and remove unused tools directly from the Order Hub user interface, which helps you maintain accurate and reusable configurations. For more information, see Managing AI tools.
- Copying AI agent responses from AI chat
- Copy AI agent responses directly from chat by using the copy icon on each message. This update helps you quickly reuse or share responses without manual selection, saving time and reducing errors.
- Viewing agent steps in AI chat
- Turn on the Tracing toggle in AI chat to see detailed agent steps and capture them in your browser’s HAR file. This update helps you diagnose issues and understand agent behavior faster by providing clear visibility into each step of execution.
- Orders and returns linked to summaries in AI chat (Call Center application only)
- Access order and return summaries directly from AI chat by using links in responses. This update helps you move from insight to action faster by opening the relevant summary screen without leaving the conversation. This enhancement is only applicable for the IBM® Sterling Call Center application.
4 May 2026 (Release 26.2.4.1 - 10.0.2604.1)
- Viewing AI tools in Order Hub
- Administrators can now view AI tools through a new, intuitive user interface in Order Hub. This initial release lets you browse and view AI tools and understand the tools' implementation. The new UI lays the foundation for creating and modifying AI tools in future releases. For more information, see Viewing AI tools.
- AI agent role-based access control
- AI agents now support role-based access control by user group. This feature helps protect business actions and data by allowing only authorized users to use specific AI agents, based on their assigned roles. For more information, see Configuring access to AI agents.
- Role-based access control for AI in Order Hub and Sterling Call Center
- AI agents are now enabled by using an Order Management System system property instead of an application-level configuration. This change simplifies setup, reduces customization effort, and makes it faster to start using AI agents. The AI icon in the Order Hub and Sterling Call Center user interface is also controlled by role-based access. You can now disable the AI agent icon by using a system property in the System Management Administrator. This update helps simplify the user interface for users who don’t need AI assistance and supports role-based access, compliance needs, and controlled feature rollouts. For more information, see Enabling Order Hub AI agents and Disabling the AI icon.
6 April 2026 (Release 26.2.4.0 - 10.0.2604.0)
- New IBM Sterling Call Center Order Appeasement AI agent
- This release includes the general availability of a new Order Appeasement AI agent that helps
you to provide order-level appeasements when customers experience service issues. It guides you
through selecting an appeasement reason and offer, then applies the selected credit or discount
while maintaining audit and policy consistency.
To learn more about the new AI agent and its capabilities, see IBM Sterling Call Center AI agents.
- Order Information AI agents expand search to include return orders
- The Order Information AI agents can now search sales orders and return orders by default. This update saves time when you investigate orders or support customer questions. For more information, see Order Hub AI agents or IBM Sterling Call Center AI agents.
9 March 2026 (Release 26.1.1.2 - 10.0.2601.2)
- New Sterling OMS Agentic Toolkit Add-on
- This release introduces the general availability of Sterling OMS Agentic Toolkit Add-on, a suite of IBM
watsonx powered AI agents. The AI agents deliver proactive
support with real-time insights to customer service teams. Using advanced natural language
processing, these agents interpret prompts and queries to run tasks, making it easier to assist
customers quickly and efficiently.
For Order Hub and IBM Sterling Call Center,Sterling OMS Agentic Toolkit Add-on also consists of the AI Agent developer toolkit which provides the capability to define and deploy your own agents and tools. You can also integrate these tools with external AI agents by using MCP integration.
To learn more about the new AI agents and their capabilities, see the following topics. - New Order Hub AI agents
- This release introduces general availability of Sterling OMS Agentic Toolkit Add-on, a suite of IBM watsonx powered AI agents. The AI agents deliver proactive support with real-time insights to customer service teams. Using advanced natural language processing, these agents interpret prompts and queries to run tasks, making it easier to assist customers quickly and efficiently.
- New safety, control, and transparency features added to Self Service AI agents
- The Self Service AI agents now include several enhancements that give users greater safety, clarity, and control over agent‑driven actions. New capabilities include user‑controlled write operations, streaming response in real-time, response stopping, and direct in‑product feedback submission. These features help administrators make informed decisions, understand how the agent arrives at its conclusions, and quickly share insights to improve accuracy and usability. For more information, see Self Service AI agents.
- New Health Check and Search-Action AI agents
- Two new Self Service AI agents are now available. The Health Check Agent provides a fast, consolidated view of your environment’s readiness, highlighting service availability, integration health, and configuration issues with clear next steps. The Search‑Action Agent delivers instant answers by analyzing documentation and logs and summarizing them into clear, actionable guidance to help you troubleshoot faster. For more information, see Self Service AI agents.
- New IBM Sterling Call Center AI agents
- This release introduces the general availability of Sterling (OMS) Agentic Toolkit Add-on, a suite of IBM watsonx powered AI agents. The AI agents deliver proactive support with real-time insights to customer service teams. Using advanced natural language processing, these agents interpret prompts and queries to run tasks, making it easier to assist customers quickly and efficiently.
Sterling OMS Agentic Toolkit Add-on also consists of the AI Agent developer toolkit, which provides the capability to define and deploy your own agents and tools. You can also integrate these tools with external AI agents by using MCP integration.
Make sure that your IBM Sterling Order Management System environments are upgraded to minor release version 26.1.1.2 - 10.0.2601.2 before using the AI Agents.
To learn more about the new AI agents and their capabilities, see IBM Sterling Call Center AI agents.
30 September 2025 (Release 25.3.9.0 - 10.0.2509.0)
- New Order Hub AI agents available in a private preview program
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This release introduces a powerful suite of IBM watsonx-powered AI agents. The AI agents deliver proactive support with real-time insights to fulfillment managers and inventory planners. Using advanced natural language processing, these agents interpret prompts and queries to run tasks, making it easier to track orders, allocate inventory, optimize order fulfillment, and assess contract orders.
Three AI agents are included in the suite.- Order Information Agent
- Inventory Segmentation Agent
- Contract Order Risk Assessment Agent
To learn more about the new Order Hub AI agents and their capabilities, see Order Hub AI agents.
Access and explore the Order Hub AI agents in a free private preview program. As a program participant you get early access to unreleased IBM features, share your insights, and partner with us to shape the future of AI agent-powered support. To participate in the private preview program, see IBM Sterling Order Management AI Agent private preview.
Note: The private preview is designed for IBM Sterling Order Management System SaaS customers today, with plans to extend support to on-premises environments in the future.
- New Sterling Call Center AI agents available in a private preview program
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This release introduces a powerful suite of IBM watsonx-powered AI agents. The AI agents deliver proactive support with real-time insights to customer service teams. Using advanced natural language processing, these agents interpret prompts and queries to run tasks, making it easier to assist customers quickly and efficiently.
To learn more about the new AI agents and their capabilities, see IBM Sterling Call Center AI agents.
Access and explore the AI agents in a free private preview program. As a program participant you get early access to unreleased IBM features, share your insights, and partner with the team to shape the future of AI agent-powered support. To participate in the private preview program, see IBM Sterling Order Management AI Agent private preview.
8 July 2025 (Release 25.2.6.1 - 10.0.2506.1)
New Self Service AI agents available in a private
preview program-
This release introduces a powerful suite of IBM watsonx-powered AI agents. The AI agents deliver proactive support with real-time insights to administrators. Using advanced natural language processing, these agents interpret prompts and queries to run tasks, making it easier to monitor and manage systems and perform analytics in SaaS environments.
To learn more about the Self Service AI agent capabilities, see Self Service AI Agents.
Access and explore the Self Service AI agents in a free private preview program. As a program participant you get early access to unreleased IBM features, share your insights, and partner with us to shape the future of AI agent-powered support. To participate in the private preview program, see IBM Sterling Order Management AI Agent private preview.