Function cockpit
AI GBS & Global Business Services
One front door for the enterprise. The digital-workforce factory.
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
Cost to serve per unit including inference, and where the capacity went
Unit economics
What a unit of AI GBS & Global Business Services work costs to serve
Cost per unit is stated after inference, not before it. more
Units per week
144,910
Cost to serve / wk
$1.3M
was $4.2M
Run-rate saving
$147.5M
annualized at current volume
Inference spend / wk
$264K
20% of cost to serve
Capacity released
300.2 FTE
712 → 412 on the work
Cost to serve by sub-function
Before and after, per unit, with the inference component shown separately.
| Sub-function | Units / wk | Cost / unit before | Cost / unit now | Of which inference | Change | Weekly delta |
|---|---|---|---|---|---|---|
| H2R Control Tower | 25,526 | $26 | $7.21 | $1.86 | -72% | $480K |
| S2P Control Tower | 20,386 | $27 | $7.48 | $1.54 | -72% | $396K |
| O2C Control Tower | 22,967 | $35 | $9.76 | $1.18 | -72% | $590K |
| R2R Control Tower | 19,748 | $37 | $13 | $2.39 | -65% | $475K |
| Service Catalog & Intake | 18,519 | $27 | $9.33 | $2.73 | -65% | $323K |
| Global Process Ownership | 106 | $874 | $391 | $63 | -55% | $51K |
| Automation Factory | 8,788 | $26 | $11 | $1.50 | -59% | $134K |
| Master Data Management | 9,565 | $18 | $6.08 | $1.81 | -66% | $112K |
| Service Delivery Management | 7,641 | $30 | $11 | $1.22 | -64% | $148K |
| Continuous Improvement | 3,531 | $28 | $9.36 | $2.30 | -66% | $64K |
| Cost-to-Serve Management | 8,133 | $11 | $2.85 | $0.66 | -73% | $63K |
| Total | 144,910 | $4.2M | $1.3M | $264K | -68% | $2.8M |
Inference is a variable cost that scales with volume, unlike the headcount it replaced. more
Where the released capacity went
Capacity that is not redeployed is not a saving, it is a rounding error waiting to be re-hired.
H2R Control Tower
60.6 → 38.3 FTE
Redeployed into exception judgment and supplier relationship work.
S2P Control Tower
97.1 → 46.1 FTE
Redeployed into customer-facing escalation ownership.
O2C Control Tower
120.0 → 79.2 FTE
Redeployed into scenario work and strategy authoring review.
R2R Control Tower
60.3 → 41.0 FTE
Redeployed into customer-facing escalation ownership.
Service Catalog & Intake
117.2 → 59.2 FTE
Redeployed into scenario work and strategy authoring review.
Global Process Ownership
4.8 → 3.5 FTE
Redeployed into scenario work and strategy authoring review.
Automation Factory
47.4 → 31.2 FTE
Redeployed into data stewardship and evidence quality.
Master Data Management
75.3 → 37.3 FTE
Redeployed into exception judgment and supplier relationship work.
Service Delivery Management
41.7 → 26.2 FTE
Redeployed into exception judgment and supplier relationship work.
Continuous Improvement
27.7 → 16.9 FTE
Redeployed into data stewardship and evidence quality.
Cost-to-Serve Management
60.2 → 33.2 FTE
Redeployed into exception judgment and supplier relationship work.