Genpact's global AI innovation centers

Harnessing the power of AI is crucial for businesses to stay competitive today and thrive in the future. But recent Genpact research conducted in partnership with HFS predicts that businesses have just two years to capitalize on generative AI's benefits as it rapidly redefines the nature of work. This means moving at pace to identify use cases, solve data challenges, develop responsible AI frameworks, and implement robust deployment processes.

Genpact's AI innovation centers have been established to help our clients on this journey so they can apply AI at scale to drive long-term value.

To help our clients develop applied AI solutions, create value, and transform faster, Genpact has launched AI innovation centers across the globe in the UK (London), India (Gurgaon), and Romania (Bucharest).

The innovation centers are places where we can co-innovate with clients to develop AI proofs of concept and turn pilots into production and scale. By harnessing the collective intelligence of diverse groups – including our process experts, data, tech, and AI teams, and clients with deep business understanding – we create AI solutions that deliver value beyond productivity. And because clients are involved in their creation, change management becomes easier.

Our experience running operations for some of the world's biggest companies means we can apply AI to the last mile, developing tailored solutions that solve real problems in the specific context our clients operate in.

All of the developments in Genpact's AI innovation centers follow our five guiding principles to deliver AI success for clients:

• Connect AI to business data to rethink workflows and augment employees' work and experience
• Unlock hyper-personalization by combining gen AI with people's knowledge, empathy, and ethics
• Mindfully manage change to create an environment where people feel safe to engage with AI
• Build user-focused training to upskill people and drive deeper adoption
• Establish a responsible AI framework that prioritizes transparency, accountability, and data privacy and eliminates bias

We're committed to building strong governance and ethics around AI to keep innovation safe and trustworthy and help our clients comply with global AI regulations.

Our Al solutions developed in the innovation centers are already making an impact for our clients.

• Predicting supply chain performance: An electrical and electronics manufacturer faced ongoing supply chain challenges after the pandemic, including high logistics costs, too many expedited orders, and reputational and financial risks from machine downtime. We developed a machine learning algorithm trained on historical open and closed order data, supplier performance, and other supply chain influencing factors. This predictive expediting tool forecasts which orders will arrive on time or late, meaning lower logistics costs, improved supplier performance, and millions of dollars saved by avoiding machine downtime

• Resolving price dispute claims: These claims arise when there's a difference between the prices retailers are invoiced for goods and what they were expecting to pay. Our client had tens of thousands of price dispute claims at any given time, tying up hundreds of millions of dollars and taking up to 100 days to settle. Processing the claims one by one was time-consuming and prone to error. We developed a gen AI solution to classify data from unstructured sources and in different languages to compile all the relevant claim data, then compare it to price structures to see whether the claim is valid. Instead of doing this one claim at a time, gen AI fixes any anomalies in claims data so they can be processed in bulk. The solution has freed up millions of dollars in cash flow so far

• Settling unbilled invoices: With complex supply chains, tech distributors can have millions of dollars' worth of unbilled invoices each month. Our client had a one-time invoicing rate of over 70%, hundreds of millions of dollars of unbilled invoices each month, and invoicing delays running at over 30 days. We built a user platform that uses gen AI to provide near-to-real-time information and the status of unbilled invoices to progress billing opportunities. It extracts purchase order information and unbilled items from the ERP and cross-references them to recommend actions to the billing agents. It also summarizes total unbilled items so large invoices can be prioritized and enables a consolidated approach for educated, fast decisions for bulk billing. As well as freeing up hundreds of millions of dollars in cash flow, our client can now have more strategic conversations with suppliers about the delivery of goods and services that are having the biggest impact on billing