Presented by EdgeVerveBefore addressing Global Business Services (GBS), let’s take a step back. Can agentic AI, the type of AI able to take goal-driven action, transform not just GBS but any kind of enterprise? And has it done so yet? As with many new technologies, rhetoric has outpaced deployment in this case. While 2025 was “supposed to be the year of agentic AI,” it didn’t turn out that way, according to VentureBeat Contributing Editor Taryn Plumb. Leaning on input from Google Cloud and integrated development environment (IDE) company Replit, Plumb reported in a December 2025 VentureBeat post that what has been missing are the fundamentals required to scale.Given the experience of Large Language Model (LLM)-based generative (gen)AI, this outcome is not surprising. In a survey conducted at the February 2025 Shared Services & Outsourcing Network (SSON) summit, 65% of GBS organizations responded that they had yet to complete a GenAI project. One can safely say that the adoption of the more recently arrived agentic AI is still in its very nascent stages for enterprises, including GBS.The role of agentic AI in Global Business ServicesThere are good reasons, nonetheless, to focus on the tremendous potential of agentic AI and its application to the GBS sector. Stripped of hype, Agentic AI unlocks capabilities in the orchestration layer of software workflows that weren’t practical before. It does so through a range of techniques, including (but not requiring) LLMs. While enterprises may indeed be missing certain fundamentals needed to deploy agentic AI at scale, those prerequisites are not out of reach. As for GBS and Global Capability Centers (GCCs), they have already been undergoing a makeover, from back-office extensions into increasingly strategic enterprise partners. Agentic AI is a natural fit beca …
