Global business services (GBS) is undergoing a structural redefinition. GBS leaders cannot stick to traditional models optimized for scale, standardization, and labor arbitrage and expect to keep pace with quickly changing enterprise demands and technology disruption. Shared services need to hustle beyond manual routing and rule-based tools.
HFS has identified the next frontier as generative business services. With AI (artificial intelligence), GBS leaders can stitch together today’s fragmented workflows so operations teams can spot real-time risks, adapt to shifting business needs, and move beyond stopgap automations.
This report explores how EdgeVerve envisions and operationalizes AI-first GBS—moving past legacy ticket management and static workflows to a unified, intelligence-driven orchestration fabric. It analyzes the shift from people-led execution to agentic AI models, highlights enterprise use cases, and dissects the platform-led strategies required to scale value—not just automate tasks.
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