BPM Giants Embrace Agentic AI for Transformative Automation

BPM Giants Embrace Agentic AI for Transformative Automation

In a clear shift toward a future defined by advanced technology, leading business process management (BPM) companies such as Genpact, EXL, and WNS are spearheading the integration of agentic AI into their operations. This forward-thinking move not only aims to boost operational efficiency, but it also redefines traditional roles and pricing models in the industry.

Rethinking Work and Efficiency

The advent of agentic AI is set to automate end-to-end workflows across numerous operational areas. The technology is being applied across a wide range of processes, such as:

• Customer Service: Enhancing interactions through personalized, proactive support.
• Retail & E-Commerce Order Management: Streamlining order processes to improve accuracy and speed.
• Accounts Payable & Invoice Verification: Achieving up to 80% process automation.
• Insurance Claims Processing and Underwriting: Accelerating decision-making while ensuring compliance.
• Supply Chain and Back/Middle Office Operations: Reducing bottlenecks and increasing turnaround times.

While the majority of these technologies aim to enhance efficiency, human oversight remains critical to managing complex issues. However, the degree of human intervention is expected to diminish progressively as AI capabilities mature.

Strategic Shifts and Reskilling Initiatives

At Genpact, the transition to an agentic architecture began in mid-2024 with a detailed, account-by-account implementation plan. Sanjeev Vohra, the company's Chief Technology and Innovation Officer, noted that comprehensive staff training is central to this evolution. For example, a family of 20 AI agents currently assists in functions such as IT helpdesk operations, achieving a remarkable 50% improvement in efficiency.

EXL has also embraced this transformation by integrating their domain expertise with state-of-the-art AI, anchored by large language models. Gaurav Iyer, Senior Vice President and Global Leader for AI Solutions and Digital Strategy at EXL, emphasized that agentic AI enables processes to operate with reasoning capabilities beyond programmed procedures. Iyer highlighted a notable disruption: while up to 60–70% of traditional roles (like customer service and transaction processing) might decline, positions in data and AI can potentially spike by 100–120%.

WNS, for its part, is pivoting from labour-, time-, and material-driven commercial models towards a pricing strategy that underscores profitability and outcomes. This evolution not only broadens the scope for proactive customer engagement and effective upselling but also liberates human agents to tackle more complex issues.

A Future Defined by Collaboration

As BPM firms continue to drive adoption of agentic AI, the industry is witnessing a profound disruption. The melding of human expertise with artificial intelligence is creating a new, hybrid operational model that maximizes efficiency while preserving the critical human touch. This transformation signals a shift toward value-based pricing and a broader commitment to reskilling workforces to meet emerging market demands.

In conclusion, the integration of agentic AI is not simply about automation; it represents a strategic evolution that prioritizes enhanced customer experiences, streamlined operations, and future-ready talents. The BPM sector is clearly paving a path for a new era of digital transformation and operational excellence.