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
Eleven decomposed sub-functions, each with its own estate rating
Sub-functions
AI GBS & Global Business Services, decomposed
Nobody automates a function. more
Autonomy ceiling range
66%→93%
The binding constraint here is Global Process Ownership — capped at 66%.
Mining and variant detection are agentic. more
Hire-to-Retire Tower Orchestrator · human owner Tower Lead, Hire-to-Retire
estate rating
Owns payroll transaction work end to end inside AI GBS & Global Business Services. more
The tower processes at scale with deterministic rules. more
Units / wk
25,526
Agents
12
Lines
4
Cost / unit
$7.21
was $26
Source-to-Pay Tower Orchestrator · human owner Tower Lead, Source-to-Pay
estate rating
Owns invoice work end to end inside AI GBS & Global Business Services. more
Three-way match and invoice capture are the most mature agentic transactions in the enterprise. more
Units / wk
20,386
Agents
12
Lines
4
Cost / unit
$7.48
was $27
Order-to-Cash Tower Orchestrator · human owner Tower Lead, Order-to-Cash
estate rating
Owns invoice work end to end inside AI GBS & Global Business Services. more
Matching, billing and dunning are fully agentic. more
Units / wk
22,967
Agents
12
Lines
4
Cost / unit
$9.76
was $35
Record-to-Report Tower Orchestrator · human owner Tower Lead, Record-to-Report
estate rating
Owns reconciliation work end to end inside AI GBS & Global Business Services. more
Reconciliation and accrual mechanics run agentic. more
Units / wk
19,748
Agents
12
Lines
4
Cost / unit
$13
was $37
Catalog & Intake Orchestrator · human owner Head of Service Catalog
estate rating
Owns service request work end to end inside AI GBS & Global Business Services. more
Intake and routing are pure classification. more
Units / wk
18,519
Agents
9
Lines
3
Cost / unit
$9.33
was $27
Process Ownership Orchestrator · human owner Global Process Owner
estate rating
Owns process standard work end to end inside AI GBS & Global Business Services. more
Mining and variant detection are agentic. more
Units / wk
106
Agents
10
Lines
3
Cost / unit
$391
was $874
Automation Factory Orchestrator · human owner Head of Automation
estate rating
Owns automation work end to end inside AI GBS & Global Business Services. more
Build and test are agentic. more
Units / wk
8,788
Agents
11
Lines
4
Cost / unit
$11
was $26
Master Data Orchestrator · human owner Head of Master Data
estate rating
Owns master record work end to end inside AI GBS & Global Business Services. more
Profiling, enrichment and dedupe run agentic. more
Units / wk
9,565
Agents
11
Lines
3
Cost / unit
$6.08
was $18
Service Delivery Orchestrator · human owner Head of Service Delivery
estate rating
Owns service review work end to end inside AI GBS & Global Business Services. more
Monitoring and rebalancing are agentic. more
Units / wk
7,641
Agents
10
Lines
4
Cost / unit
$11
was $30
Continuous Improvement Orchestrator · human owner Head of Continuous Improvement
estate rating
Owns improvement work end to end inside AI GBS & Global Business Services. more
Detection, design and measurement are agentic. more
Units / wk
3,531
Agents
9
Lines
3
Cost / unit
$9.36
was $28
Cost-to-Serve Orchestrator · human owner Head of Service Economics
estate rating
Owns cost line work end to end inside AI GBS & Global Business Services. more
The tower that keeps the platform honest. more
Units / wk
8,133
Agents
11
Lines
3
Cost / unit
$2.85
was $11
How to read an estate rating
The rating is not a maturity badge. more