Agentic GBS: The next operating system for intelligent enterprises

Core Insights - Enterprises are under pressure to innovate and adapt quickly, necessitating the use of intelligent systems like Agentic AI for independent decision-making and action [1][2] - Agentic AI represents a new category of intelligent systems that combines contextual awareness, autonomous decision-making, and continuous learning, differentiating it from traditional narrow AI [2] - Global Business Services (GBS) is evolving from a back-office function to a central role in enterprise decision-making, enabling businesses to respond to market changes and operational risks [3][4] GBS Evolution - GBS has expanded its role beyond cost efficiency to become a key player in business intelligence, integrating finance, HR, procurement, and customer operations [4] - The cross-functional nature of GBS, along with standardized processes and centralized governance, positions it uniquely to implement Agentic AI effectively [4] - AI is becoming embedded in daily operations within GBS, rather than being treated as an additional feature [4] Industry Trends - According to Deloitte's 'Global Shared Services Survey 2023', AI, ML, and GenAI are now top priorities for GBS leaders, focusing on decision orchestration rather than mere task automation [5] - Everest Group's 'The Future of Work 2024' indicates that GBS will evolve into the nerve center of enterprise operations, integrating AI agents, people, and processes into adaptive systems [5]