Global Capability Centres (GCCs) are no longer back-office hubs providing only IT support or finance and HR services. In North America, ANZ, and Europe, they are increasingly becoming strategic powerhouses that test new ideas and make decisions that matter. Although there are several factors driving this transformation, the main catalyst is artificial intelligence (AI), and it has already started to make its mark.
The AI-Enabled Global Capability Center market, which was valued at USD 32.78 billion in 2023, is projected to reach USD 211.08 billion by 2032, growing at a CAGR of 21.03%.
Now, the leading question is: how is AI creating next-gen GCCs?
Given that 40% of the small businesses in Australia adopted AI in Q4 of 2024, there is clearly a massive momentum for AI in the world. So, what exactly is AI doing that GCCs can no longer exist without it?
- AI knows how to deal with data. GCCs have access to large sets of enterprise information, and AI helps them turn this raw data into predictive insights, which in turn can create make-or-break decisions. From improving fraud detection in finance to enhancing diagnostic services in healthcare, the ways in which these insights can be used are inconceivable.
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AI accelerates processes. Manual checks can slow everything down. However, AI, when paired with business process reengineering services, changes the game! It helps redesign workflows so the routine parts run on their own. It can also help optimise inventory, reroute shipments, and even renegotiate vendor contracts automatically, when needed. This is especially beneficial in industries like supply chain, where speed and efficiency have to go hand in hand.
- AI is redefining customer service. Customer service stands on two pillars: personalisation and speed. GCCs that support global service operations are now taking care of both. They are using AI-powered chatbots for managing routine interactions at scale, personalising them as and when needed. At the same time, by rerouting repetitive questions to AI, they are creating time and space for their human agents to deal with complex issues where more empathy and personalisation are required.
- AI makes compliance easier. An audit is a time-consuming process that requires absolute accuracy. AI is not only making this process easier but also less error-prone. GCCs are using AI to monitor anomalies, verify transactions, and create auditable records in real time. This is especially a game-changer for GCCs in highly regulated industries, like banking or healthcare.
According to Eurostat, 41.17% of large enterprises used AI in the EU in 2024—implying that enterprises have already started moving beyond pilot projects and into scaled adoption. For GCCs operating in Europe, this means that AI is no longer optional.
As per a report by the U.S. Chamber of Commerce, 40% of small businesses used AI in 2024. Their top case uses included marketing, developing customer insights, communicating with customers, and managing customer relationships.
All in all, AI is transforming operations at scale in GCCs and global business services models away from transactional support and closer to real business transformation. However, this doesn’t mean that AI can replace human oversight. A healthcare GCC might use AI to code thousands of records, but tricky cases still need to go to experts. Similarly, in customer service, AI may provide solutions to routine problems, but cases requiring empathy still need human intervention. Hence, human ingenuity remains indispensable.
In the future, the most effective GCCs will combine automation with human judgment and use AI not as a standalone tool but as part of a broader set of business transformation services. It is this balance that makes AI adoption sustainable and prevents transformation from becoming short-lived. Organisations that adopt AI in this way will create the next-gen GCCs that move beyond their roles as support engines and serve as growth partners, creating real value for enterprises.
For such organisations, here are a few steps that can help:
- Begin with high-volume, error-prone processes, such as invoice validation or claims processing.
- Clean and standardise data before adopting AI, as AI insights depend solely on data quality.
- Set up AI governance boards to ensure responsible use, fairness, and compliance with regional regulations.
- Promote cross-functional collaboration among IT, operations, and compliance teams to reduce redundancy of data and ensure that all departments are on the same page.
- Invest in skills training to help employees understand and apply AI tools with confidence.
how Infosys BPM can help
Infosys BPM’s GCC services help enterprises design, build, and scale future-ready capability centres through flexible models such as Build-Operate-Transfer, Joint Venture, and Assisted Build. From infrastructure setup to talent acquisition and process stabilisation, Infosys BPM brings proven frameworks and local expertise to reduce risk and accelerate execution. With AI-first accelerators and deep global delivery experience, its GCC services enable organisations to drive efficiency, adaptability, and long-term business transformation.
