Driven by generative AI (Gen AI) integration, increased collaboration, and efficient industry processes, Indian Global Capability Centres (GCCs) are swiftly transitioning into innovation hubs.
The game-changing capabilities of Gen AI for GCCs
Gartner said 95% of CIOs understand Gen AI could be transformational and predicts enterprise spending will increase by 50% to greater than $200B. As COEs, they provide the structure for AI-powered innovation, with both technical domain expertise and advanced capabilities all in one hub, creating an ideal way for testing and experimentation.
According to a fresh ANSR report, nearly 75% of new GCCs are building competencies in Gen AI and machine learning (ML) stable. Adoption of AI/ML is no longer optional for mature GCCs — the leaders of 90% of them are planning to leverage the technology within the next two to three years, which along with the above, will continue to establish Indian GCC as the Innovation hubs of choice.
How Are GCCs Driving AI Adoption Across Industries
Generative AI-Powered PoCs: Indian GCCs are Piloting at Full Scale in Various Domains Here are some examples of their transformative impact :
Data Engineering Pipelines: After the initial architecture, human intervention is minimized with automated exception management powered by AI.
Invoice Processing & Payables: AI identifies abnormal transactions for fraud monitoring and predictive insights, eliminating human intervention.
Customer Service: Gen AI automates complaints, facilitates refunds , and schedules field services. Complicated issues are routed to human agents armed with AI-powered insights, which help resolve customer queries faster and help agents build lasting connections with customers.
Healthcare: A German healthcare provider’s GCC in India created the “AI Pathway Companion,” which integrates patient data from imaging, pathology, and genetics to help speed up and enhance the quality of care and treatment decisions.
BFSI: Gen AI improves fraud detection by detecting anomalies in unstructured settings, like social media, allowing teams to concentrate on nuanced high-risk situations.
Overcoming Talent and Compliance Challenges:
However, the expansion of human-AI collaboration brings in specific challenges Indian GCCs need to tackle:
- Reducing Fears Of Obsolescence: Employees may see automation as a threat to their position. GCCs can assuage these concerns by putting strong upskilling and reskilling programs in place to help employees ready themselves for higher-value work.
- Training for Responsible AI Interaction: Teams need guidance on how to use AI responsibly. This includes making sure they are aware of global regulatory frameworks and standards for appropriate ethical behavior. Trust and accountability will come from regular audits, continuous education, and feedback mechanisms.
- Collaborative Learning Models: To make these systems successful, teams need to provide continuous feedback to improve the AI systems’ alignment with ever-changing business requirements.
An AI-People Journey Roadmap
For GCCs to scale AI-human collaboration successfully, they need a clear, actionable roadmap:
Leverage High-Impact Use Cases: Focus on the areas with the most significant potential to impact the business, such as customer service, to show immediate and measurable results.
Treat it as a skilling opportunity for the workforce : holistic training and hands-on experience in Gen AI tools.
Fortify Data Architecture: Develop secure mechanisms to ingest various datasets, enabling smooth human-AI collaboration.
Form a Cross-Functional AI Team: Use governance capability to manage AI integration.
An Exclusive Article from the Global Capability Centers Journal 2023 Special Collection The Next State for GCCs: Scale & Shape
GCCs are transitioning from simply executing services to creating value by automating day-to-day operations and focusing on strategic growth. This will change how GCCs partner with humans and be the making of the digital twin—the second headquarters—entwined in the DNA of organizations, the measuring stick for the next era of human and AI success and partnership, creativity, efficiency, and innovation.
3 Comments
Charles Martinez
I loved the idea that you describe in this post! Sounds pretty awesome
Ashley Moore
What a great post, I appreciate the info!
Simon Waters
Thank you for the feedback!