Rethinking Shared Services: How GenAI is Augmenting the Conventional Model
For business operations, the traditional shared services model has long been a pillar of efficiency, standardization, and cost-effectiveness. However, as demands on these services increase, organizations are under growing pressure to deliver more value with fewer resources. In response, the industry is turning to artificial intelligence (AI) as a transformative force—reshaping how services are delivered and challenging the long-established tiers and channels within shared services and Global Business Services (GBS).
AI spans a range of technologies that enable machines to mimic human intelligence, recognize patterns, make decisions, and improve over time. Among these, Generative AI (GenAI) has drawn particular interest for its ability to create content, translate documents, generate code, and enhance visual assets. While GenAI offers exciting new capabilities, it is crucial to view it as a complement to—rather than a replacement for—existing automation tools. Successful integration requires a strategic approach, ensuring that organizations optimize their full suite of automation technologies rather than diverting all attention to a single innovation.
Shared services leaders are already seeing the impact of GenAI in areas like analytics, customer experience, and self-service solutions. However, adoption challenges remain, from data quality concerns to governance and AI skill gaps within organizations. Our research—based on insights from 150 shared services and GBS leaders—highlights where enterprises are finding the most success with GenAI and what considerations are key to ensuring its effective deployment.
Where is AI making the greatest impact?
- Enhancing self-service capabilities through AI-powered virtual assistants and dynamic content generation
- Detecting anomalies in financial transactions to improve fraud prevention and error detection
- Driving data analytics and predictive insights for more informed decision-making
As shared services organizations navigate the future, the question is no longer whether to adopt AI—but how to integrate it effectively. Partners Adithya Mathai and Trey Robinson researched and authored this report in collaboration with the Shared Services and Outsourcing Network. Read it to explore the real-world impact of GenAI, the most promising use cases, and the challenges enterprises must overcome.
Access the full report below.
