Genpact is at the forefront of a significant industry transformation, moving away from traditional manpower-based billing models towards an AI-powered, outcome-focused approach known as “Services-as-Software (SaS).” This evolution reflects a broader pivot in the sector, as exemplified by industry veterans like CP Gurnani, former CEO of Tech Mahindra, who emphasize a shift from human-centric metrics to AI-driven results.
Genpact’s adoption of SaS combines advanced technology with specialized expertise to deliver superior business outcomes while minimizing human intervention. “What we’re doing is combining domain-specific small and large language models with expert people into what we call agentic solutions,” explained Jinsook Han, Genpact’s Chief Strategy, Corporate Development, and Global Agentic AI Officer.
A prime illustration of this innovation is Genpact’s Accounts Payable (AP) Suite—an AI-agentic platform developed on Microsoft Azure. Initially deployed internally, the AP Suite automated the entire accounts payable workflow, resulting in a remarkable double-digit reduction in headcount and a 30–70% increase in throughput. “Even with our already efficient process, we saw… improvement anywhere from 30% to 70%,” Han noted. Today, AI agents process over 70% of the company’s invoices and payments, demonstrating the platform’s transformative impact.
Despite these advances, Han emphasized the critical role of human oversight in ensuring system reliability. “Machines break, and no one can predict when,” she said, underscoring Genpact’s commitment to continuous monitoring and comprehensive employee upskilling to manage AI systems effectively.
The company’s agentic AI solutions are already deployed across diverse sectors including finance and healthcare, underscoring a wider shift within the industry. By prioritizing measurable business impact over traditional headcount models, Genpact’s approach signals a new era where technology and human expertise collaborate to deliver scalable, efficient, and intelligent services.
