Genpact stakes its claim as the AI orchestrator

HFS attended Genpact’s AI of Now event at One World Observatory, where industry leaders, clients, and partners gathered this month to showcase how companies are embedding AI into business operations. Set against the iconic New York skyline, the event framed Genpact’s aim to help its customers move beyond AI’s potential and explore how organizations can use AI to differentiate themselves today.

Genpact’s message was clear: While AI innovations can be groundbreaking, the real impact will come when companies successfully embed these technologies into their core business operations.

Genpact is positioning itself as the central orchestrator in the AI hive, coordinating the complex ecosystem of enterprise AI adoption

Genpact’s CEO, Balkrishan “BK” Kalra, opened the event by likening the company’s work to the inner dynamics of a beehive—an apt metaphor for the complexity and collaboration needed to drive AI transformation. In a beehive, each bee has a specialized role, and together, they create something far greater than the sum of individual efforts. Similarly, Genpact sees its role as the orchestrator that brings together critical components—technology, talent, and domain expertise—to deliver meaningful AI-driven outcomes for its clients.

BK emphasized that this approach is about more than just deploying advanced technologies. The real challenge, as Genpact sees it, is ensuring the adoption of AI at scale, fully embedded into the fabric of a client’s operations, and capable of delivering sustained value. This coordination, much like the precise efforts in a beehive, ensures that AI doesn’t operate in isolation but becomes integral to solving the complex, real-world challenges businesses face today.

HFS’ The Generative Enterprise™ framework, with its OneEcosystem™ approach, mirrors Genpact’s vision of acting as a central orchestrator in the AI ecosystem, coordinating diverse experiences and partnerships to drive holistic, AI-led transformation across organizations, much like the collaborative efficiency of a beehive (see Exhibit 1).

Exhibit 1: The AI hive—orchestrating EX, CX, and PX in the Generative Enterprise™

Source: HFS Research, 2024

Genpact showcased client stories highlighting their AI expertise

Throughout the event, Genpact presented how its orchestration of AI, in partnership with its clients and ecosystem partners, is driving significant business transformations across industries. Each case study reinforced how the company integrates domain knowledge and cutting-edge technology to solve complex challenges efficiently:

• Supply chain optimization: In a standout example, a global logistics company struggled to manage spare parts planning to support vehicle uptime across hundreds of locations and nearly half a million vehicles. Genpact helped develop an AI-driven forecasting solution that predicts vehicle failures and optimizes parts inventory based on fleet data, reducing downtime and excess inventory. The AI also improves visibility and resource allocation during supply chain disruptions. So far, the solution has improved forecast accuracy by up to 15%, cut inventory levels by about 10%, and delivered better insights on supplier performance.
• Finance solutions for consumer goods: In another case, a global consumer goods company struggled to manage its finance operations across more than 100 brands. Key challenges included ensuring forecast accuracy, shifting from historical data, and handling inefficiencies from more than 40,000 manual reports annually. Supply chain volatility, particularly fluctuating raw material costs such as cocoa, added to the planning complexities. Partnering with Genpact, the company implemented an AI-driven finance solution to enhance predictive analytics and provide real-time insights, enabling the finance team to anticipate revenue and cost variances. Key features included a natural language interface—demonstrated live—for instant insights and tools for sensitivity analysis and anomaly detection, helping the company simulate scenarios.
• AI-driven claims processing for insurers: For a global insurer, Genpact’s AI-powered solution transformed the claims process, which had been slowed due to manual transcription and pricing. Partnering with AWS, Genpact automated the transcription of loss lists and integrated real-time pricing, cutting claims processing times by 80-85% and improving pricing accuracy by 4-5%, a significant amount when the company takes a billion dollars of losses.

Agentic AI—growing, but more to do

While the day was filled with examples of AI driving tangible results, agentic AI is one area where Genpact still has room to grow. Despite more than 20 internal use cases, the company acknowledges that agentic AI—where systems operate more autonomously—holds untapped potential. Although Genpact has made strides in integrating AI into workflows, the next step will be to scale these autonomous systems more widely internally and across more customer use cases—enabling deeper, more transformative impacts across industries.

The Bottom Line: For enterprise leaders, AI’s real impact lies not in invention but in adoption at scale—integrating AI into the core of business processes where it delivers measurable value.

Genpact has positioned itself as a key orchestrator, combining technology, talent, and domain expertise to help companies overcome the complexities of AI implementation. The AI of Now event highlighted how Genpact’s solutions drive real-world business outcomes, particularly in finance, supply chain, and claims processing. But the challenge for leaders remains: adoption isn’t just about introducing cutting-edge tech—it’s about embedding AI deeply into operations to ensure it transforms how work gets done.