From slashing turnaround times to enabling predictive decision-making, AI and automation are becoming the operational backbone of India’s GCCs. AI today isn’t just automating tasks—it’s optimizing entire workflows, powering real-time analytics, and helping GCCs act on insights with speed and accuracy. The result? Lower costs, higher productivity, and smarter execution across functions like finance, supply chain, compliance, and customer service.
But the bigger story lies in how GCCs are rethinking their workforce strategies. With routine roles being phased out, there’s a rising demand for talent skilled in data, automation, and systems thinking. Predictive workforce planning and AI-led upskilling are fast becoming strategic imperatives.
As GCCs gear up for the next phase of intelligent growth, let’s explore how AI and automation are reshaping their operations and talent models for long-term value creation.
Lead the next wave of innovation by embedding AI across your GCC functions.
AI at the Center of GCC Transformation
By 2025, an estimated 60% of GCCs will have integrated AI into their operational frameworks. The strategic integration of AI, GenAI and machine learning is crucial for GCCs as they free up human talent for more valuable activities by automating routine processes such as data entry, predictive maintenance, and customer service responses.
As global organizations raise the bar on digital expectations, Indian GCCs are under mounting pressure to deliver more value through innovation and efficiency. AI automation allows these centers to scale rapidly, lower operational costs, and gain new capabilities—positioning Indian GCCs as critical nodes in the global enterprise value chain.
Smart Systems, Smarter Processes
Automation is being strategically deployed across multiple domains within GCCs to simplify high-volume, repetitive processes. For instance, robotic process automation is handling tasks like invoice processing, regulatory compliance checks, and report generation, freeing up employees for higher-order thinking.
Meanwhile, AI and machine learning models are being used for predictive maintenance in manufacturing GCCs, sentiment analysis in customer support functions, and fraud detection in financial operations.
From Routine Roles to High-Impact Functions
As automation takes over manual workloads, workforce roles are undergoing significant transformation.
- Routine, rule-based tasks are being phased out in favour of strategic, creative, and analytical functions.
- Demand is rising for hybrid skill sets—domain expertise combined with AI, data analytics, or tech adaptability.
- Roles like finance analysts now involve interpreting predictive models and AI-led scenario planning.
- Job redesign is focusing on agility, collaboration, and digital fluency.
- AI is also enabling predictive workforce management—helping GCCs forecast talent needs and improve engagement.
Upskilling for an AI-Driven Workplace
India’s GCCs are stepping up their investment in upskilling to bridge the AI talent gap:
- Last year, over 1,800 centers with 2.5 million professionals ramped up programs focused on AI, machine learning, and data science.
- Internal academies and partnerships with ed-tech platforms are becoming standard, while top-tier AI certifications from institutions like Harvard and Stanford are in high demand.
- A 2025 McKinsey report revealed that 92% of companies plan to increase AI investments—making it vital for employees to understand and collaborate with AI systems effectively.
Beyond acquiring technical know-how, employees are being trained to interpret AI outputs, make informed decisions, and integrate AI into daily workflows. Leading GCCs are embedding continuous learning cultures through adaptive learning strategies that personalize training using real-time data.
The Tech Stack Powering AI-Led Growth
GCCs are accelerating AI adoption with a dynamic, multi-layered tech stack that blends legacy systems with next-gen tools.
- Robotic Process Automation (RPA) and Natural Language Processing (NLP) are leading the way—by 2025, 53% of organizations will have adopted RPA, with another 19% planning to follow.
- Machine Learning is becoming foundational, with 60% of GCCs expected to integrate it into their operations by 2025.
- Cloud-based AI platforms like Google Cloud AI and Microsoft Azure AI offer the scalability needed for enterprise-grade deployments.
AI chatbots and automated dashboards are now standard in customer service, IT, and business intelligence, streamlining operations and improving responsiveness. Additionally, AIOps platforms like AppDynamics and Datadog are helping GCCs automate IT tasks and push operational efficiency to new heights.
Empower your teams with AI fluency and hybrid skill development programs.
Embedding AI into the Organizational DNA
Technology alone isn’t enough—cultural transformation is equally critical. Leading GCCs have created innovation ecosystems within their operations. These include Digital Centers of Excellence, innovation labs, and cross-functional squads that encourage experimentation.
Organizations that adopt agile methodologies, promote a fail-fast, learn-fast mindset, and actively engage employees in AI initiatives see far better adoption and ROI. Embedding AI into the organizational DNA means making innovation part of everyday decision-making—not a siloed tech function.
Challenges in AI Integration
Despite the promise, AI integration is not without challenges. Many GCCs struggle with data silos, legacy infrastructure, and organizational inertia. One of the biggest hurdles is employee resistance, often stemming from fears around job displacement.
Moreover, there’s a significant learning curve in managing AI models, interpreting outputs, and adjusting business logic accordingly. Explainability, compliance, and transparency in AI systems remain top governance concerns—particularly for heavily regulated industries like BFSI and healthcare.
Empowering GCCs Through Tailored AI Transformation
G&S Consulting supports GCCs on their AI transformation journey—not just through strategy, but through people. With 16+ years of experience in Talent Acquisition for tech roles across India, G&S brings deep recruitment expertise, robust hiring metrics, and a specialized focus on identifying AI-ready talent across industries and tech stacks.
By leveraging its in-house learning centers, automated ATS, and a data-driven recruitment engine, G&S helps GCCs:
- Identify and recruit tech talent aligned with AI and automation mandates
- Redefine hiring strategies for emerging tech roles and hybrid skill sets
- Build agile teams to support scalable AI adoption
- Accelerate hiring cycles with proven benchmarks in turnaround time and quality of hire
As a preferred hiring partner for leading GCCs such as GlobalLogic (Hitachi’s Digital Centre), NAVEX, First American, and Marelli, G&S ensures that organizations don’t just adapt to AI but scale with the right people driving it.
Lead the AI evolution in your GCC—consult G&S for strategic transformation.
The Next Frontier for AI Integration
Looking ahead, AI and automation will continue to create new business models and service delivery innovations. Technologies like generative AI, which enables better user analysis and personalization, intelligent agents that offer tailored recommendations and real-time decision-making, and hyper automation that drives end-to-end process efficiency and scalability, are poised to redefine what’s possible in global operations.
For Indian GCCs, the path forward demands more than just tech adoption; it requires embedding AI into the organization’s DNA through strategic workforce alignment, intelligent automation, and capability building.
The next wave of value will come from GCCs that cultivate AI-literate talent, build domain-specific automation playbooks, and foster a culture of experimentation through innovation labs and upskilling programs. Human-machine collaboration will become central—not as a replacement, but as a multiplier of impact.
Organizations that proactively redefine roles, invest in AI-augmented career paths, and integrate learning into everyday workflows will outpace competitors. With India positioned as a global talent hub, GCCs here have a unique opportunity to lead.