LensReading which lens this session carries.

Function cockpit

AI GBS & Global Business Services

One front door for the enterprise. The digital-workforce factory.

Autonomy0% / 88%

Phase: Phase 4 — Governed autonomy

Operate shared services as an enterprise control tower and digital-workforce factory: intake, routing, standard execution, queue balance and evidence packaging are agent work; service design, sourcing strategy and control acceptance remain human.

Trust score

0

Touchless

0%

Human review

0%

Override rate

0%

Capacity released

30-50% released operating capacity across mature services; selected transactional workflows higher

Accountable human

Head of Global Business Services

CoS agent: GBS Chief of Staff

How a unit moves: the conductor, the five desks, the agents, and the people

Flow of work

How work actually moves through AI GBS & Global Business Services

Work enters on the left. GBS Chief of Staff routes it to one of five desks. A named agent does the work. It leaves as cleared, as evidence posted, or as a hold for a person. Every packet you see below is weighted by the real distribution of 203 live units.

See it as a line map

Live units

203

Moving now

103

in flight at a station

Held for a person

16

67 past SLA

Agents on the floor

119

11 sub-functions

Control gates

33

rules a unit cannot pass

Interchanges

11

handoffs out of the function

Flow of work

GBS Chief of Staff and the desks reporting to it

Each packet is a unit of work. Desk weighting and the outcome mix are taken from the 203 units live in this function.

WORK ENTERS5 named triggers · 203 units liveGBS Chief of StaffConductor · arbitrates the queue, sets the route, owns the clock103 in flight · 16 held · 67 past SLAStrategyTakes a position20 agents · 22 stations512 in flight · 0 gatesPolicyWrites the envelope16 agents · 33 stations145 in flight · 33 gatesObserveWatches and warns21 agents · 0 stations0 in flight · 0 gatesWorkflowDoes the work39 agents · 71 stations1746 in flight · 0 gatesAI GBSProcesses at scale23 agents · 108 stations2523 in flight · 0 gatesData DoctrineA2R2R Control Tower ChalleA2Cost-to-Serve ManagementA2H2R ControlA2Catalog PolicyA2R2R ControlA2Hire-to-Retire Tower OrcA3Variant DetectionA2Process Ownership OrchesA2Exception TriageA4Disclosure DraftA4Supplier MasterA4Journal EntryA4Benefit MeasurementA3Benefits AdministrationA4+ 17 more on this desk+ 13 more on this desk+ 18 more on this desk+ 36 more on this desk+ 20 more on this deskCleared in envelopeAgent closed it. Sampled later.0 delivered this runCleared, evidence postedClosed with the proof filed.0 delivered this runHeld for a personAgent stopped. Clock running.0 delivered this runresults return to the conductor
Cleared in envelopeCleared, evidence postedHeld for a person0 units completed a full circuit this run

What starts the work

The triggers that put a unit on a line, ranked by live volume.

  • Runs transactional

    Runs transactional. Starts when a threshold is crossed.

    81

  • Runs transactional

    Runs transactional. Starts when a scheduled window opens.

    58

  • Runs transactional

    Runs transactional. Starts when a request lands in the queue.

    17

  • Runs transactional

    Runs transactional. Starts when an upstream system posts an event.

    13

  • Runs analytical

    Runs analytical. Starts when the reporting period closes.

    11

Where the work goes next

Shared services that run the transaction, and the functions this one hands to.

The five desks

What GBS Chief of Staff is actually conducting

Each desk is a layer of the operating model, not a team. The conductor decides which desk owns a unit, then which agent on that desk picks it up.

Takes a position

Strategy

20 agents

Agents that take positions, argue them, and get held to the outcome.

Receives

A question the function has to answer with money or people behind it.

Emits

A written position with assumptions, alternatives priced, and break conditions.

tasks 24h

2,624

in flight

512

held

0

gates

0

confidence 7700%override 1100.0%
  • Data Doctrine AgentMaster Data ManagementA2
  • R2R Control Tower Challenger AgentR2R Control TowerA2
  • Cost-to-Serve Management Challenger AgentCost-to-Serve ManagementA2
  • Global Process Ownership Challenger AgentGlobal Process OwnershipA2
  • Delivery Model AgentService Delivery ManagementA2
  • Continuous Improvement Challenger AgentContinuous ImprovementA2

+ 14 more on this desk

Writes the envelope

Policy

16 agents

The written rules every other agent is bound by, with version and owner.

Receives

A position that has been accepted, plus every regulator and control change.

Emits

Versioned rules that bind every other desk, with an owner and an effective date.

tasks 24h

1,902

in flight

145

held

9

gates

33

confidence 8400%override 1000.0%
  • H2R Control AgentH2R Control TowerA2
  • Catalog Policy AgentService Catalog & IntakeA2
  • R2R Control AgentR2R Control TowerA2
  • Process Policy AgentGlobal Process OwnershipA2
  • Improvement Policy AgentContinuous ImprovementA2
  • Credit Check AgentO2C Control TowerA2

+ 10 more on this desk

Watches and warns

Observe

21 agents

Continuous sensing of the outside world and of the agents themselves.

Receives

Outside signals and the behavior of the agents themselves.

Emits

Alerts, drift flags, and the evidence the conductor uses to reroute work.

tasks 24h

2,067

in flight

0

held

0

gates

0

confidence 7900%override 1100.0%
  • Hire-to-Retire Tower OrchestratorH2R Control TowerA3
  • Variant Detection AgentGlobal Process OwnershipA2
  • Process Ownership OrchestratorGlobal Process OwnershipA2
  • Opportunity Mining AgentAutomation FactoryA3
  • Order-to-Cash Tower OrchestratorO2C Control TowerA3
  • Intake Analytics AgentService Catalog & IntakeA4

+ 15 more on this desk

Does the work

Workflow

39 agents

Doing the work: lines, stations, and live units moving through them.

Receives

Live units of work entering at the first station of a line.

Emits

Cleared work, posted evidence, and holds when a unit leaves the envelope.

tasks 24h

81,870

in flight

1746

held

0

gates

0

confidence 8600%override 500.0%
  • Exception Triage AgentH2R Control TowerA4
  • Disclosure Draft AgentR2R Control TowerA4
  • Supplier Master AgentS2P Control TowerA4
  • Process Model AgentGlobal Process OwnershipA2
  • Close Task AgentR2R Control TowerA4
  • Enrichment AgentMaster Data ManagementA4

+ 33 more on this desk

Processes at scale

AI GBS

23 agents

Repeatable transaction processing run once for the whole enterprise.

Receives

Repeatable transactions handed off from every function on the same spine.

Emits

Settled transactions, a cost per unit, and exceptions back to the owning desk.

tasks 24h

46,412

in flight

2523

held

7

gates

0

confidence 8800%override 500.0%
  • Journal Entry AgentR2R Control TowerA4
  • Benefit Measurement AgentContinuous ImprovementA3
  • Benefits Administration AgentH2R Control TowerA4
  • Stakeholder Reporting AgentService Delivery ManagementA3
  • Invoice Capture AgentS2P Control TowerA4
  • Routing AgentService Catalog & IntakeA4

+ 17 more on this desk

Human lanes

Where the conductor stops and asks a person

The conductor does not decide everything. Materiality routes a unit to a named human role, and the clock keeps running while it waits.

Function Leader

Critical

Blast radius or value beyond what any agent in this function may commit.

waiting

0

oldest

--

  • Nothing waiting in this lane right now.

Process Owner

High

A policy exception inside the function, or a gate the agent is not rated for.

waiting

1

oldest

15h 31m

Approver

Medium

Routine four-eyes on a commitment the agent has already prepared.

waiting

9

oldest

11h 37m

No person required

Low

Inside the envelope. Cleared by the agent and sampled after the fact.

waiting

61

oldest

18h 23m

Walk one unit

Follow the single piece of work with the most at stake

Diagrams argue. A unit proves. Step through the actual route this unit is taking, station by station, and read the evidence written at each action.

GB10C-1019human-holdhigh materialityline GB10C

Improvement at ratify

Amara Sorensen · raised by Pierre Novak · $1.6m at stake · touches 16 downstream things if it goes wrong.

Full unit record
Station 1 of 5

The route

Pull baseline

cleared

Waste Detection Agent handled this station and released the unit onward. Design dwell here is 12h 16m against an SLA of 14h 58m.

Owned by

Waste Detection Agent

Layer

workflow

Dwell vs SLA

12h 16m / 14h 58m

Evidence trail recorded so far

5 entries. Written when an action is taken, not when a station is passed.

  1. -931mWaste Detection Agent Cleared pull baselineevidence: Inputs, rule version and output hash written to the evidence log
  2. -745mRoot Cause Agent Cleared measure actualevidence: Inputs, rule version and output hash written to the evidence log
  3. -559mExperiment Design Agent Cleared reconcileevidence: Inputs, rule version and output hash written to the evidence log
  4. -372mBenefit Measurement Agent Cleared draft verdictevidence: Inputs, rule version and output hash written to the evidence log
  5. -186mHead of Continuous Improvement Holding at ratifyevidence: Inputs, rule version and output hash written to the evidence log

Trace a different unit

GB1A-1030Payroll transaction at anomaly reviewGB1C-1020Payroll transaction at approveGB2A-1001Invoice at issue poGB7A-1000Automation at control reviewGB2D-1022Invoice at reviewGB3A-1034Invoice at hold review

The walk above always picks the unit in ai gbs with the most at stake right now.

What this view is and is not

Every count, agent, station, gate and unit on this page is read from the live records for AI GBS & Global Business Services. The moving packets in the diagram are a visual weighting of that same distribution, not a live message bus: they show where volume goes, not individual transactions in real time. The human lanes are the routing rule, not a staffing model. Head of Global Business Services remains accountable for this function whatever the conductor clears.