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Embracing AI: Transforming Global Business Services (GBS) for the Future

The Global Business Services (“GBS”) industry has undergone a profound evolution, transitioning from support functions to becoming pivotal drivers of operational excellence The integration of AI will bring about innovation that will further catapult GBS as a core part of organisations. But where are we today, and what are the key challenges ahead of us?


The Evolution of Global Business Services (GBS) in the Age of AI

AI introduces capabilities that streamline processes, elevate decision-making, and foster innovation across critical functions such as finance, HR, IT, and customer service. Companies are also leveraging AI's potential to predict trends and deliver personalised experiences to stakeholders.


Embrace the future of business services with AI-powered GBS!


Read this latest survey on the current state of Artificial Intelligence (AI), Robotic Process Automation (RPA), and Advanced Analytics adoption within Global Business Services (GBS) organizations in Malaysia. The survey provides insights into the technological maturity of GBS centers, their readiness for AI integration, and the challenges they face in adopting these transformative technologies.


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Current AI Applications: Enhancing Operational Efficiency


According to the AI Awareness and Adoption in GBS Organizations survey, 34% of respondents aim to enhance operational efficiency and achieve cost savings by integrating AI within GBS, and a further 24% aim to accelerate innovation and service development. AI has already transformed multiple aspects of GBS operations:


1. AI-Powered Chatbots: These virtual assistants provide seamless customer support, operating 24/7 to resolve queries efficiently and improve customer satisfaction. By using natural language processing (NLP), chatbots are able to handle a wide range of customer inquiries, allowing human agents to concentrate on more challenging tasks.


2. Fraud Detection: AI significantly enhances fraud detection by analyzing financial transactions and identifying unusual patterns that may indicate fraudulent activity. One powerful tool in this area is Benford’s Law, which helps detect anomalies in data sets. By applying Benford’s Law, businesses can spot irregularities that deviate from expected patterns, making it easier to identify potential fraud. This not only protects the company from financial losses but also ensures compliance with regulatory standards.


3. Predictive Analytics: AI can analyze historical data to accurately forecast future workforce needs within GBS. This helps businesses manage talent and resources more effectively, ensuring they have the right people in the right roles at the right time. Predictive analytics also enables GBS to offer more value-added services to customers including customer behaviour analysis, maintenance scheduling and financial forecasting. As a result, overall efficiency and productivity are improved.


While AI presents numerous advantages, there are persistent challenges that must be addressed:


Challenges in Integrating AI in GBS

Embracing the Future: How AI Can Benefit GBS


Based on the survey, 47% of GBS organizations report a strong understanding of AI and its potential impact on their operations. In the coming years, artificial intelligence (AI) will offer GBS countless opportunities for growth and success. Explore how AI can provide strategic advantages for your organization.


Future Opportunities: Harnessing AI for Strategic Advantages

Conclusion


In conclusion, investing in AI within GBS isn't just a strategic choice; it's an imperative for organisations aspiring to lead in their sectors. By navigating challenges and capitalising on AI's potential, GBS can redefine service delivery, drive sustainable growth, and maintain a competitive edge in an increasingly interconnected world.


The AGOS Team is dedicated to sharing insights and fostering meaningful conversations. We invite you to connect with us at contact@agosasia.com or visit our website at www.agosasia.com to explore new possibilities. Contact us with any questions, ideas, or simply to connect.


Join us as we explore the future of GBS, and the exciting possibilities AI brings to the table!

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