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‘Global Capability Centres (GCCs) are specialized offices set up by multinational companies in various countries to utilize local talent for various business functions such as information technology and research and development (R&D), marketing and legal services. Currently, GCCs in India are undergoing remarkable growth. What started as a small support ecosystem has now become a leading job creator in the country. This transformation underlines the important role of GCCs in the global business landscape, driving innovation and efficiency for their parent organizations.
Through this evolution, GCCs are not only enhancing operational capabilities but also spearheading technological transformation and accelerated innovation that redefine business strategies and outcomes. Over the past few years, more than 150 multinational corporations have chosen India to set up their GCCs. With 1,600 GCCs now operating in the country, this growth has been nothing short of meteoric. GCCs are currently at a critical juncture, emerging as innovation hubs for many multinationals looking to deliver significant value to their stakeholders. As the GCC model of operational excellence evolves into value delivery and innovation hubs, it is Artificial Intelligence (AI) and General AI that are unlocking their full potential.
As we enter the era of Generation AI and AI, there is a remarkable opportunity to revolutionize GCCs and take them to extraordinary levels of impact, efficiency, and innovation. GCCs are leveraging Generation AI in a very diverse range of use cases. For example, many client interfaces today leverage Generation AI. From self-services using summary engines such as summaries of products, policies, and terms to helping agents, advisors, call center personnel solve customer needs on time by providing support using recommendation engines and summaries. Internal processes can also be made efficient using Generation AI, including leveraging creation engines to write user stories and test cases, reverse engineering of code to derive actionable insights from large amounts of data (such as surveys/responses) and leveraging basic processes such as summaries of meeting discussions. Once this is leveraged at scale and employees get used to using Generation AI tools, employee productivity will see a major boost. General AI is also extremely useful for knowledge management in the GCC, such as training advisors, agents or employees on products and policies and quickly retrieving relevant information from a vast knowledge base, are just some of the examples of its profound impact.
General AI is gradually proving to be invaluable for organizations and employees. The sudden integration of AI obviously means disruption at multiple levels and requires more interventions which can cause a bit of panic among employees. To ensure optimal use of AI and harness its potential for the benefit of all, it is important for professionals to upskill and use AI to scale new heights in their careers. There is an urgent need to bring talents in line with future needs. Given the rapid strides made by AI, the government, organizations, and educational institutions are rethinking and reviewing their existing processes, skill ecosystems, and taking steps to enhance their AI readiness. This is easier said than done but the execution part becomes much easier when there is intent. The government’s intent to harness the potential of AI has also been well established as it has approved an outlay of $1.5 billion. An investment of Rs 10,372 crore has been made for five years for the India AI Mission, which aims to promote innovation in AI through public-private partnerships. Most engineering colleges nowadays are offering courses on AI and ML, while companies have also started executive training for senior professionals. Companies have realized that to break out of the cycle of disruptions, it is necessary to empower employees and help them adopt technological changes seamlessly.
Talent upgradation is extremely essential to drive the future workplace ecosystem. In today’s fast-paced and interconnected business landscape, digital transformation has become an imperative for organizations to remain competitive. Gen AI representing the digitally native Gen Z is all set to reshape the workforce and redefine traditional business models. In line with the changing times, GCCs have also evolved from being mere offshore captives of multinationals to becoming strategic hubs, underscoring the country’s ability to adapt, innovate, and lead. India has emerged as the prime destination for GCCs. What has further fueled this growth is their expansion into tier-2 cities, maximizing the potential of a steady supply of STEM graduates equipped to manage the required functions in GCCs. With their innate understanding of technology and digital platforms, they bring in new perspectives and innovative ideas. GCCs have been able to tap this talent base and open up new avenues for growth and transformation.
With all factors working in favour of the GCC ecosystem and boosting the country’s growth prospects, General AI presents an unprecedented opportunity for the GCC to advance digital transformation and open new frontiers. As organisations understand the complexities of the digital age, adopting General AI will be the key to succeeding in a future full of uncertainty.
This article is written by Shiv Ranjan, Head, Technology Management & Transformation, Sun Life Global Solutions.
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