At the heart of every future-ready organization lies a seamless blend of human instinct and machine precision; only together can they redefine what's possible.
The hum of a modern Global Capability Center is no longer just the click of keyboards or the shuffle of papers. It is a symphony, human thought entwined with the quiet, tireless grace of intelligent bots. Data streams flow like rivers through neural pathways; finance reconciles under moonlight, HR answers in the blink of an eye, and IT glitches vanish before the first coffee is poured.
But here’s the question: Are we letting machines take over the stage, or are we composing a duet where human ingenuity and machine precision create something far greater?
With nearly 86% of GCCs now engaged in AI and ML initiatives and GenAI poised to boost IT productivity by up to 45% within five years, the promise is vast. Guided with purpose, bots can turn efficiency into art, elevating human work, not replacing it.
The Scale of Transformation
India currently houses more than 1,700 GCCs, employing over 2 million professionals and delivering an estimated US $40 billion in enterprise value each year. This value is expected to more than double to over US $100 billion by 2030. GCCs are projected to contribute 5 percent of India’s GDP by then, compared to the current 1.5-2 percent.
Add to this the fact that over 86 percent of GCCs are actively engaged in AI or machine learning initiatives, and you begin to see the scale of transformation underway. This isn’t just about efficiency; it’s about redefining the DNA of how global enterprises operate.
So, here’s the challenge: Are your GCC operations prepared not only to adopt bots but to thrive with them as true partners?
Efficiency is Essential, But Innovation is Paramount
A BCG study found that only 8 percent of GCCs have reached advanced maturity across innovation, competitive differentiation, and operational efficiency. Many are still locked in transactional delivery models, where bots handle repetitive tasks but fail to unlock higher-value opportunities.
The future is different.
Imagine an HR bot that doesn’t just process leave applications but predicts attrition risks and proactively suggests retention measures. Picture a finance automation system that doesn’t merely reconcile accounts but identifies cost-saving opportunities and regulatory risks before they occur.
That’s why I often say: “Bots amplify productivity only when they elevate human purpose, not replace it.”
Technology Meets Trust, Two Sides of the Same Coin
PwC India reports that between FY20–24, GCCs achieved a value growth CAGR of 10–11 percent for their parent companies. Between FY25–29, that’s projected to climb to 11–12 percent, and with strong alignment between GCCs and headquarters, it could reach 14–15 percent.
Where does that growth come from? Not simply from faster processes, but from integrated trust systems.
When a conversational AI increases service productivity by 15 percent, the numbers are impressive. But the real value lies in how it also improves employee learning curves, especially for lower-experienced staff who benefit from AI guidance in real time.
So, I ask you, what if every automation initiative was designed to empower as much as it was designed to accelerate?
Human-Bot Collaboration in Action
To visualize this partnership, let’s explore three real-world GCC functions:
1. IT Support
AI-driven bots can resolve standard tickets instantly, freeing human engineers to tackle complex network issues. But the key is not to remove humans entirely from the loop. When a bot encounters an unfamiliar error, escalation to a skilled engineer not only solves the issue but also enriches the bot’s knowledge base.
2. Finance & Compliance
Bots can process thousands of invoices daily, flagging discrepancies in seconds. Humans step in for judgment calls, negotiate with vendors, resolve disputes, or ensure compliance with evolving tax laws.
3. Data Analytics & Insights
Intelligent bots gather, clean, and structure vast datasets. Analysts then focus on interpretation, strategy, and business recommendations, turning raw data into actionable growth strategies.
In all these cases, bots are not replacing people; they are removing the friction that prevents people from doing their best work.
The Rise of the Digital Twin in GCCs
Among the most promising automation trends is the adoption of Digital Twins, virtual replicas of processes, or even entire GCC operations. These twins simulate workflows, test process changes, and predict outcomes without disrupting real operations.
For example, a GCC supporting a global retail chain might run a Digital Twin of its supply chain to simulate the impact of a price change in one market. The bot analyses variables, while human experts assess business feasibility and customer impact. This partnership dramatically shortens decision cycles and reduces risk.
The Triple Win: Efficiency, Innovation, and Experience
India’s GCC ecosystem is expected to generate 2.8 million jobs and contribute 2 percent of GDP by 2030. Goldman Sachs projects that GCCs could add US $0.5 trillion to India’s Gross Value Added over the next decade.
But numbers alone don’t define success. The “triple win” happens when:
That’s why I believe: “When we invite bots into our workflow, we also invite a new way of working, one grounded in collaboration, intelligence, and mutual respect.”
Cultural Integration: The Missing Piece
While technology may be an enabler, culture determines the adoption of success. Leaders must foster:
Looking Ahead, The Two Axes of GCC Maturity
The GCC of the future will mature along two key axes:
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Technological Maturity: Deep embedding of generative AI, NLP, RPA, and advanced analytics into everyday operations.
When these axes align, GCCs transform from cost-efficiency hubs to innovation powerhouses. They stop being “support centers” and start being the digital brain of the enterprise, where every human-bot interaction adds strategic value.
A Final Thought
India’s GCC sector is not just expanding, it’s redefining how the world thinks about global operations. Automation and AI are powerful accelerators, but they are not the destination. The destination is a workplace where people and bots together create outcomes that neither could deliver alone.
So, I leave you with three questions:
Because in the end, the future of operational efficiency is not about replacing the human touch; it’s about giving it the reach, speed, and precision of the digital age.
About the Author
Kumar Rajagopalan is a transformative leader serving as Vice President – Strategic Initiatives and Country Head at Dexian. With over 30 years of industry experience, he has played a pivotal role in scaling Dexian into a global growth engine, redefining the impact of Global Capability Centers (GCCs) across international markets through a blend of vision and execution.
At Dexian, Kumar champions a responsible AI approach built on three pillars: transparent frameworks that clarify bot logic and escalation, continuous human oversight to enhance AI performance, and ongoing upskilling to keep talent ahead of automation.
A Chartered Accountant by training, Kumar’s transition from finance to technology leadership reflects his adaptability and strategic depth. His contributions span enterprise transformation, ERP consolidation, financial modeling, and post-merger integration—strengthening Dexian’s operational and market leadership.
Beyond business, Kumar is deeply committed to Corporate Social Responsibility, actively supporting initiatives such as the Head Held High Foundation. His human-centric leadership fosters an inclusive culture that balances performance with purpose and well-being.
His leadership drives business excellence and creates meaningful societal impact, making him a transformative force within and beyond the corporate world.