Global Capability Centres Lead the GenAI Transformation

CXOToday recently sat down with Sameer Dhanrajani, CEO of AIQRATE & 3AI, to discuss the transformative impact of AI and Generative AI (GenAI) on Global Capability Centres (GCCs). These centres are pivotal in driving innovation and value for their parent organizations, leveraging advanced technologies to enhance business operations, decision-making, and customer experiences.

How are Global Capability Centres Changing in the Era of GenAI and AI?

AI and GenAI are revolutionizing the way GCCs operate. These centres are no longer just cost-saving units; they are now strategic hubs that drive innovation and transformation. GCCs are developing state-of-the-art GenAI Centres of Excellence (COEs) that focus on business effectiveness, continuity, rapid experimentation, and cost optimization. They are also enhancing decision-making processes and creating new applications across various business functions, including customer experience (CX), marketing, sales, operations, risk and fraud management, supply chain, and finance.

Are Indian GCCs Becoming Major Centres for AI and GenAI Development?

Indian GCCs are emerging as key players in the global AI and GenAI landscape. Fortune 1000 enterprises are increasingly relying on these centres to drive their AI-first strategies. Indian GCCs are equipped with a wealth of talent that supports data-driven decision-making and innovation. They are developing robust agentic AI workflows, autonomous decision-making capabilities, and AI-augmented services and solutions for the global market. Large and mid-market corporations are leveraging the expertise of Indian GCCs to automate repetitive tasks, reinvent business models, and ensure their continued success in a rapidly evolving business environment.

How are GCCs Tackling the Obstacles of Large-Scale AI Implementation?

Implementing AI on a large scale is a complex journey, and GCCs are taking incremental steps to navigate the challenges. They are aligning their efforts with parent organizations to build new AI tools, capabilities, and solutions. By rapidly prototyping GenAI proof-of-concepts (POCs) and deploying AI models, GCCs are addressing common obstacles such as data quality, model accuracy, and ethical considerations. Collaborative efforts with hyperscalers ensure that AI architectures are built and deployed efficiently, enabling businesses to stay ahead of the curve.

How Can Businesses Using GenAI Solutions Prevent Errors or Hallucinations?

GenAI systems can sometimes produce biased or inaccurate results. To mitigate these issues, businesses are implementing methods to test data sets for fairness and transparency. Real-time updates to assumptions and frameworks help maximize the reliability of solutions. Additionally, businesses are focusing on real-time detection of algorithmic bias to ensure that AI applications, such as predictive policing, are fair and transparent.

How is AI Changing Fundamental Operations, Finance, Supply Chain, and Customer Service Departments?

Organizations are deploying AI in various business functions to drive innovation and efficiency. In finance, AI is used for real-time risk assessment and automated loan approvals. In customer service, AI chatbots and algorithmic tools enhance the customer experience. In supply chain management, AI optimizes logistics and procurement processes. Enterprises are also developing agentic AI workflows to create new use cases and applications, driving innovation at scale and improving business processes.

What Are the Essential AI/GenAI Competencies for Professionals?

As AI and GenAI continue to reshape industries, professionals need to upskill and reskill to remain relevant. Key competencies include solution building, problem identification, and proficiency with new AI tools. Industry knowledge and the ability to drive transformation and innovation are also crucial. Global Capability Centres and enterprises must invest in large-scale training programs to ensure that professionals are equipped to thrive in the AI-driven future.