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

Touchless

Human review

Override rate

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

Every workflow drawn as a line with its stations and live trains

Line map

AI GBS & Global Business Services as a running network

Every workflow is a line. more

Enterprise network

Lines running

Stations

234

Control gates

stations a unit cannot pass without clearing a rule

Interchanges

handoffs to another function

Behind timetable

19 of 39

actual cycle time above design

Live signal across 203 units

131 in time56 late16 late and material

auto-cleared in envelope cleared, evidence posted held for a person

H2R Control TowerA

Owns payroll transaction work end to end inside AI GBS & Global Business Services. more

12 agents 78% agentic · ceiling 91%orchestrated by Hire-to-Retire Tower Orchestratorhuman owner Tower Lead, Hire-to-Retire

10 in time10 late1 late and material

GB1APayroll CycleTransactional · 9 stations

Lock inputs

20 q

Validate

33 q

Gross to net

1 live

Variance analysis

9 q

Anomaly review

2 live

Approve

3 q

Disburse

1 live

Post

1 live

Statutory file

13 q

GB1BEmployee Data ChangeTransactional · 6 stations

Request

1 live

Validate

2 live

Authority check

1 live

Apply

30 q

Downstream sync

46 q

Confirm

2 live

GB1CTime & Absence CycleTransactional · 6 stations

Collect

1 live

Validate

35 q

Policy check

1 live

Exception review

2 q

Approve

2 live

Feed payroll

2 live

GB1DBenefits EnrollmentTransactional · 6 stations

Open window

32 q

Eligibility

1 live

Elect

27 q

Validate

1 live

Carrier feed

1 live

Confirm

1 live

S2P Control TowerA

Owns invoice work end to end inside AI GBS & Global Business Services. more

12 agents 85% agentic · ceiling 93%orchestrated by Source-to-Pay Tower Orchestratorhuman owner Tower Lead, Source-to-Pay

17 in time9 late2 late and material

GB2ARequisition to POTransactional · 6 stations

Requisition

3 live

Policy check

24 q

Budget check

25 q

Approve

1 live

Issue PO

1 live

Acknowledge

3 live

GB2BInvoice to PayTransactional · 8 stations

Capture

1 live

Extract

1 live

Three-way match

1 live

Exception route

2 live

Resolve

1 live

Approve

6 q

Payment run

22 q

Remit

8 q

GB2CSupplier OnboardingTransactional · 5 stations

Request

3 live

Screen

3 live

Bank verify

1 q

Create master

2 live

Activate

41 q

GB2DPayment Integrity SweepTransactional · 5 stations

Scan runs

4 live

Detect duplicates

1 q

Hold

32 q

Review

1 live

Release or recover

1 live

O2C Control TowerA

Owns invoice work end to end inside AI GBS & Global Business Services. more

12 agents 84% agentic · ceiling 92%orchestrated by Order-to-Cash Tower Orchestratorhuman owner Tower Lead, Order-to-Cash

20 in time5 late1 late and material

GB3AOrder to InvoiceTransactional · 7 stations

Receive order

16 q

Validate

1 q

Credit check

1 live

Hold review

1 live

Fulfill

43 q

Bill

1 live

Send

2 live

GB3BCash ApplicationTransactional · 5 stations

Receive remittance

4 live

Match

2 live

Unapplied review

1 live

Apply

3 q

Post

1 live

GB3CCollections CycleTransactional · 6 stations

Age ledger

6 q

Segment

1 live

Dunning

2 live

Promise to pay

1 live

Escalate

8 q

Recover

15 q

GB3DDispute to ResolutionTransactional · 6 stations

Log

1 live

Classify

2 live

Investigate

1 live

Credit approve

3 live

Post

1 live

R2R Control TowerA

Owns reconciliation work end to end inside AI GBS & Global Business Services. more

12 agents 79% agentic · ceiling 89%orchestrated by Record-to-Report Tower Orchestratorhuman owner Tower Lead, Record-to-Report

16 in time6 late1 late and material

GB4APeriod CloseTransactional · 10 stations

Open close

2 live

Sub-ledger cutoff

18 q

Accruals

3 q

Reconcile

39 q

Intercompany match

28 q

Flux analysis

8 q

Exception review

5 q

Sign off

1 q

Consolidate

1 live

Publish

1 live

GB4BBalance Sheet ReconciliationTransactional · 5 stations

Pull balances

2 live

Auto-match

1 live

Age open items

1 live

Certify

2 live

Escalate aged

3 live

GB4CIntercompany SettlementTransactional · 5 stations

Match

1 live

Dispute route

3 live

Resolve

1 live

Net

39 q

Settle

1 live

GB4DDisclosure DraftingAnalytical · 5 stations

Assemble

39 q

Draft

2 live

Tie out

1 live

Review

1 live

Audit pack

35 q

Service Catalog & IntakeBBB

Owns service request work end to end inside AI GBS & Global Business Services. more

9 agents 83% agentic · ceiling 90%orchestrated by Catalog & Intake Orchestratorhuman owner Head of Service Catalog

16 in time2 late1 late and material

GB5ARequest to TowerTransactional · 5 stations

Intake

1 live

Classify

3 q

Check entitlement

2 live

Route to tower

1 live

Acknowledge

2 live

GB5BCatalog Item ChangeTransactional · 5 stations

Propose

10 q

Impact assess

1 live

Approve

1 live

Publish

1 live

Communicate

2 live

GB5COff-catalog DemandTransactional · 4 stations

Detect

1 live

Assess

2 live

Route or refuse

4 live

Feed catalog backlog

1 live

Global Process OwnershipBBB

Owns process standard work end to end inside AI GBS & Global Business Services. more

10 agents 48% agentic · ceiling 66%orchestrated by Process Ownership Orchestratorhuman owner Global Process Owner

5 in time1 late0 late and material

GB6AVariant to StandardAnalytical · 7 stations

Mine process

26 q

Detect variants

2 live

Quantify cost

43 q

Draft standard

22 q

Challenge

45 q

Ratify

9 q

Roll out

1 live

GB6BControl Design ReviewAnalytical · 5 stations

Map risks

1 live

Design controls

43 q

Test design

12 q

Approve

0 q

Embed

1 live

GB6CGlobal Process Design PositionJudgment · 7 stations

Frame question

1 live

Gather evidence

16 q

Model options

21 q

Draft position

6 q

Challenge

26 q

Revise

14 q

Ratify

4 q

Automation FactoryA

Owns automation work end to end inside AI GBS & Global Business Services. more

11 agents 68% agentic · ceiling 80%orchestrated by Automation Factory Orchestratorhuman owner Head of Automation

9 in time6 late2 late and material

GB7AIdea to ProductionTransactional · 9 stations

Mine opportunity

1 live

Score feasibility

1 live

Business case

32 q

Approve

4 q

Build

21 q

Test

22 q

Control review

1 live

Deploy

1 live

Monitor

1 live

GB7BRegression ResponseTransactional · 6 stations

Detect drift

2 live

Diagnose

1 live

Patch

1 live

Test

1 live

Redeploy

1 live

Confirm

1 live

GB7CPortfolio RebalanceAnalytical · 5 stations

Aggregate benefit

23 q

Rank backlog

1 live

Draft plan

1 live

Ratify

1 live

Re-sequence

42 q

GB7DAutomation Portfolio PositionJudgment · 6 stations

Frame question

40 q

Gather evidence

1 live

Model options

35 q

Draft position

1 live

Challenge

9 q

Ratify

7 q

Master Data ManagementA

Owns master record work end to end inside AI GBS & Global Business Services. more

11 agents 79% agentic · ceiling 87%orchestrated by Master Data Orchestratorhuman owner Head of Master Data

13 in time6 late0 late and material

GB8ACreate to Golden RecordTransactional · 7 stations

Request

1 live

Validate

8 q

Enrich

1 live

Dedupe

1 live

Steward review

1 live

Publish

2 live

Propagate

1 live

GB8BQuality RemediationTransactional · 5 stations

Profile

15 q

Detect defects

6 q

Auto-correct

1 live

Route residual

1 live

Verify

2 live

GB8CHierarchy ChangeTransactional · 5 stations

Propose

2 live

Impact assess

1 live

Approve

4 live

Apply

1 live

Reconcile

1 q

Service Delivery ManagementBBB

Owns service review work end to end inside AI GBS & Global Business Services. more

10 agents 66% agentic · ceiling 74%orchestrated by Service Delivery Orchestratorhuman owner Head of Service Delivery

10 in time4 late4 late and material

GB9ASLA Watch to ActionTransactional · 5 stations

Monitor

2 live

Detect breach risk

1 live

Rebalance

33 q

Escalate

5 q

Confirm recovery

6 live

GB9BMonthly Service ReviewAnalytical · 5 stations

Assemble performance

2 q

Explain variance

35 q

Draft pack

29 q

Review

1 live

Present

3 live

GB9CEstate Health AssessmentAnalytical · 6 stations

Score agents

40 q

Score towers

28 q

Draft rating

2 live

Challenge

17 q

Ratify

6 q

Publish

1 live

GB9DService Delivery Model PositionJudgment · 6 stations

Frame question

1 live

Gather evidence

27 q

Model options

1 q

Draft position

13 q

Challenge

1 live

Ratify

9 q

Continuous ImprovementBBB

Owns improvement work end to end inside AI GBS & Global Business Services. more

9 agents 70% agentic · ceiling 78%orchestrated by Continuous Improvement Orchestratorhuman owner Head of Continuous Improvement

11 in time2 late2 late and material

GB10ASignal to ImprovementAnalytical · 7 stations

Detect waste

14 q

Root cause

1 live

Design experiment

22 q

Approve

8 q

Run

1 live

Measure

46 q

Standardize

30 q

GB10BIdea to BacklogTransactional · 5 stations

Intake

1 live

Score

1 live

Route

2 live

Track

3 live

Close loop

2 live

GB10CBenefit VerificationAnalytical · 5 stations

Pull baseline

13 q

Measure actual

16 q

Reconcile

1 live

Draft verdict

2 live

Ratify

1 live

Cost-to-Serve ManagementBBB

Owns cost line work end to end inside AI GBS & Global Business Services. more

11 agents 84% agentic · ceiling 85%orchestrated by Cost-to-Serve Orchestratorhuman owner Head of Service Economics

4 in time5 late2 late and material

GB11APeriod Cost-to-ServeAnalytical · 7 stations

Collect volumes

2 q

Collect model spend

35 q

Compute unit cost

13 q

Compare baseline

29 q

Draft narrative

1 live

Review

1 live

Publish

27 q

GB11BChargeback RunTransactional · 5 stations

Allocate

1 live

Validate

1 live

Dispute window

3 live

Resolve

1 live

Post

1 live

GB11CAutomation Economics PositionJudgment · 7 stations

Frame question

27 q

Gather evidence

28 q

Model options

1 live

Draft position

39 q

Challenge

31 q

Revise

1 live

Ratify

4 q