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. If an agent is not on this list, it is not running in production.

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 all fourteen functions 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.