“The Sholay days of ‘Kitne Aadmi The’ for the Indian IT sector are over,” remarked CP Gurnani, former CEO of Tech Mahindra, summing up the industry’s shift from manpower-focused models to AI-driven, result-oriented approaches. Genpact is leading this transition by moving away from traditional full-time equivalent billing and embracing what is referred to as “Services-as-Software,” a term used by Saurabh Gupta of a research firm. This model uses intelligent systems to deliver outcomes with minimal human effort.
Jinsook Han, Genpact’s Chief Strategy, Corporate Development, and Global Agentic AI Officer, explained the company’s approach. “What we’re doing is combining domain-specific small and large language models with expert people into what we call agentic solutions,” she said.
A strong example of this is Genpact’s AP Suite, an agentic AI platform hosted on Microsoft Azure that automates the complete accounts payable workflow. Initially tested within the company before launching for clients, the platform helped reduce headcount by double digits and increased processing speed by 30 to 70 percent. “Even with our already efficient process, we saw… improvement anywhere from 30 percent to 70 percent,” Han noted. She added that AI agents now handle more than 70 percent of the company’s invoices and payments.
While the adoption of agentic AI is driving both productivity and revenue growth, Han emphasised the continued importance of human involvement. “Machines break, and no one can predict when,” she stated, highlighting Genpact’s 24/7 monitoring systems and layered employee upskilling programmes.
As Genpact expands its AI agent deployment across industries such as finance and healthcare, its transformation reflects a larger trend within the tech sector—one that values business outcomes over employee count. The company’s move signals a clear intent to lead in a future where intelligent automation, supported by human expertise, defines success.
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