GCCs as the testbed for agentic AI transformation
India and Southeast Asian has always been at the epicenter of a tech wave. Be it dotcom, telcom, 5G, AI, GenAI and now the latest Agentic AI, it's no doubt that they have evolved into testbeds for 'agentic AI' – AI agents that autonomously perform tasks with minimal human oversight. They are no longer mere back-office cost centers. These GCCs now drive innovation across retail, healthcare, BFSI, and travel, piloting AI solutions in real business scenarios.Agentic AI usage is rising, with 25% of organizations using Gen AI expected to deploy it by 2025, increasing to 50% by 2027, found a Deloitte survey.
GCCs have taken on more specialized and critical functions such as
Software product engineeringData and Analytics (For ex, fraud prevention, product development)Environmental, Social and Governance (Monitoring sustainability metrics, compliance etc.)Enterprise Functions (Centralizing HR, legal, risk, reporting)
AI talent in GCCs driving innovation
GCCs isn't a back office implementing innovation born globally. They leverage deep pools of developer and data science talent to implement hands-on AI interventions. Skilled engineers in India-based GCCs are developing AI-powered cybersecurity solutions, optimizing supply chains with machine learning, and automating cloud operations – directly contributing to global innovation.
Industry use cases/case studies
Global Capability Centers
(GCCs) are at the forefront of agentic AI adoption, driving transformative change across industries such as banking, healthcare, life sciences, high-tech, and retail.
In banking, a leading GCC is reimagining contact center operations using agentic AI to elevate customer experiences while significantly reducing operational costs. In healthcare, one GCC is accelerating legacy modernization efforts within payer-side systems—projects that would traditionally take years are now being completed in a fraction of the time. Meanwhile, a top high-tech GCC is advancing AI model lifecycle management, helping the organization maintain its leadership position at the cutting edge of innovation.
This shift is further fueled by enterprise-grade platforms that enable agentic workflows at scale. For instance, several GCCs are now deploying AI copilots to streamline operations across finance, HR, and compliance. These agents can interpret documents, interact with internal systems, and make decisions within defined guardrails—improving both speed and accuracy. Major AI platforms in the industry help empower GCCs to accelerate story generation by up to 20% and improve automation coverage by as much as 70%, enabling faster, more scalable AI-driven product development. Such innovations underscore the pivotal role GCCs play not just in executing AI vision, but in shaping it.
Domain-specific AI agent training
A key advantage of GCC is the ability to train AI agents on domain-specific data and context. Enterprises are rapidly ramping up such projects – Deloitte predicts that 25% of GenAI-using companies will launch pilot 'agentic AI' systems in 2025 (rising to 50% by 2027) Much of this experimentation is happening in GCCs, where industry experts and data reside. GCC teams fine-tune large language models and AI tools on proprietary datasets (e.g. medical records, financial transactions), creating specialized AI agents for their sector. As an illustration, a healthcare GCC might train an AI for diagnostics using hospital data, while a retail GCC trains recommendation engines on local consumer behavior.
Leveraging domain specific agent training for scalable AI
To scale AI performance, many GCCs are integrating localized knowledge graphs into their AI stack. A knowledge graph organizes an organization's domain knowledge – products, services, regulations, local languages – into a structured, interconnected format that AI models can quickly parse. When AI agents use localized knowledge graphs, they can answer questions or make decisions more accurately because they're pulling from a clear, structured, and context-aware source of truth — not just guessing from general training data. This makes AI smarter, safer, and more relevant for real-world business use.
Emerging global GCC hubs
GCCs – from India and beyond – have become linchpins of
AI transformation
, enabling organizations to pilot agentic AI initiatives, train domain-specific AI agents, and harness local knowledge at scale for competitive advantage.
India is playing a central role in the GCC landscape, with a GCC market projected to reach a
staggering $100 billion by 2029
. The country is rapidly transforming from a cost-saving destination into a global hub for innovation.
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