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Generative AI for global business services leaders
Gaining a strategic advantage in the data race
How can global business services (GBS) leaders tap into the strategic, creative, insight-generating power of Generative AI? Discover three ways organizations can leverage the technology to gain a competitive edge in the data race.
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Generative AI: Opportunities for global business services leaders
Artificial intelligence (AI) is poised to materially accelerate the global business services journey and enhance GBS’s role in organizations by:
- Facilitating the creation of hyper-personalized internal and external customer experiences.
- Enabling the democratization of insights and expertise—moderating the need for deep experience to execute and manage business processes.
- Allowing for greater scale and automation to be achieved where, previously, organizations were limited by a lack of process standardization.
The key to unlock these advancements for global business services and the entire organization will be data. The output quality of a large language model (LLM) is directly related to the data used to train and fine-tune the model. Having access to swaths of enterprisewide data—customer, operational, transactional, and financial data—GBS organizations are uniquely positioned to take advantage of Generative AI.
As organizations begin to prepare for Generative AI, the landscape of work will evolve from a focus on processing to an emphasis on enhanced data-driven insights. How can Generative AI help global business services leaders forge a strategic path forward?
Generative AI vs. robotic process automation (RPA)
Generative AI is designed to generate new content—intended to be original, creative, and indistinguishable from content created by humans. At the foundation of these multimodal LLMs are petabytes of data, texts, images, and audio training the model to absorb different patterns. The ingested data is evaluated for patterns to derive new content based on the learnings. On the other hand, RPA requires significantly less data as bots rely on predefined rules. There is generally less decision-making involved and, therefore, less flexibility in RPA usage. Generative AI thrives in ambiguity to generate insights while RPA excels at routine, rule-based tasks.
Generative AI strategies for global business services
Explore the next steps global business leaders can take with Generative AI in our full report.
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Endnotes
1 Goldman Sachs, “Generative AI could raise global GDP by 7%,” April 5, 2023.
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