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

Every agent, its ceiling, and its escalation path

Agent roster

Every agent working AI GBS & Global Business Services

Name, tier, autonomy level, the ceiling it operates under, and the human it escalates to.

10 of 10

GBS Chief of Staff

A4Active

Orchestrator desk · gbs-cos

Runs enterprise service operations, allocates scarce human review capacity and reports service health to the Super Orchestrator.

Confidence95%

Tasks / 24h

2140

Success

97%

Override

3%

CeilingOperational coordination only — no policy or sourcing authority

EscalatesAny cross-functional dispute unresolved in one cycle escalates to the enterprise Super Orchestrator.

Enterprise Intake Agent

A4Active

Origination desk · enterprise-intake

Provides one front door for every request across every function and normalizes it into the work graph.

Confidence94%

Tasks / 24h

18400

Success

96%

Override

4%

CeilingIntake and normalization only; no execution authority

EscalatesRequests with no owning service are held and routed to service design.

Case Router

A4Active

Origination desk · case-router

Assigns work by service line, jurisdiction, data class and risk with a documented routing basis.

Confidence95%

Tasks / 24h

16200

Success

97%

Override

3%

CeilingRouting within the published service catalog

EscalatesJurisdictional or data-class ambiguity routes to the risk desk before assignment.

SLA Agent

A3Active

Execution desk · sla

Predicts service breaches before they occur and reprioritizes queues to prevent them.

Confidence92%

Tasks / 24h

8640

Success

95%

Override

5%

CeilingReprioritization within published service commitments

EscalatesAny predicted breach on a tier-one service notifies the service owner immediately.

Capacity Agent

A3Active

Execution desk · gbs-capacity

Balances workload across agent squads and human teams against skills, cost and availability.

Confidence90%

Tasks / 24h

1240

Success

94%

Override

6%

CeilingAllocation within approved staffing envelopes

EscalatesSustained overload beyond the published threshold escalates to the service leader.

Knowledge Curator

A3Active

Execution desk · knowledge-curator

Identifies stale, conflicting or unused content and proposes corrections to named content owners.

Confidence89%

Tasks / 24h

940

Success

93%

Override

7%

CeilingProposals only; publication requires the content owner

EscalatesConflicting policy statements across functions escalate to the policy owner.

Process Mining Agent

A3Active

Realization desk · process-mining

Detects bottlenecks, rework loops and variant drift across end-to-end enterprise processes.

Confidence91%

Tasks / 24h

486

Success

94%

Override

6%

CeilingAnalysis and recommendation only

EscalatesStructural redesign proposals route to the transformation board.

Controls Agent

A4Active

Oversight desk · gbs-controls

Tests evidence completeness, segregation and policy adherence continuously across service lines.

Confidence96%

Tasks / 24h

6240

Success

98%

Override

2%

CeilingDetection and blocking; no control acceptance

EscalatesAny control failure is reported to risk and the accountable service owner in the same cycle.

Value Agent

A3Active

Realization desk · value

Measures baseline, realized benefit, compute cost and control losses in one finance-grade ledger.

Confidence88%

Tasks / 24h

214

Success

92%

Override

8%

CeilingMeasurement only; benefit certification requires Finance

EscalatesAny unverifiable benefit claim is withheld from the value ledger and flagged.

Agent Lifecycle Manager

A3Active

Oversight desk · agent-lifecycle

Onboards, evaluates, recertifies and retires agents across the enterprise registry.

Confidence93%

Tasks / 24h

168

Success

96%

Override

4%

CeilingLifecycle administration; autonomy increases require business-owner approval

EscalatesAny agent failing recertification is suspended pending human review.