In the center office model, GBS is positioned to own the corporate consumer experience, making it the nexus of transactional data and employee interactions. By pairing the two data sets, global business services leaders can use Generative AI to create hyper-personalized experiences for both internal customers and external-facing customers.
For example, the corporate customer function can revolutionize the support model by leveraging data from a full life cycle of employee interactions such as procurement data, service desk inquiries, and human resources information system (HRIS) data, ingesting and training it in an LLM.
- The LLM can be paired with a chatbot, both voice and text through conversational AI, to provide a tailored employee experience via a centralized corporate helpdesk.
- The power of existing data allows models to understand previous inquiries and…
