Beyond Automation: Reshaping the Service Delivery Model

Our research confirms that organisations increasingly believe in agentic AI's potential to transform the structure of GBS operations, rather than simply automate workflows.

Nearly three-quarters of survey respondents believe the current service delivery model will change significantly as a result of agentic AI adoption.

Perhaps more telling is where respondents expect the greatest impact to be felt within the service delivery model. Human capital and skills, of course, but overall extending into workforce "capabilities" as well as portfolio and scope.

Beyond Automation: Reshaping Service Delivery

The implications extend beyond internal operations into sourcing decisions.

GBS increasingly expect to shift toward hybrid delivery models that combine internal capabilities, service providers and AI-powered execution layers. The data points to a preference for insourcing over outsourcing (31% vs 9%), suggesting that agentic AI may strengthen captive organisations’ capabilities rather than BPOs as things stand today.

This is reinforced by the finding that BPO vendors are not considered to be “well prepared” to support an agentic AI-enabled delivery model. According to the research, less than a third of GBS executives believe their BPO partners are even moderately prepared; nearly 20% believe them to be “not at all prepared.”

Which Part of the Service Delivery Model Will Be Most Impacted?

This shift also challenges traditional commercial models.

BPO Preparedness

As AI reduces dependence on labour-based delivery, GBS indicate they may choose to move away from pure FTE pricing toward hybrid models with an outcome-based element.

This finding represents one of the most significant implications for both GBS organisations and outsource providers.