Genpact AI Aims to Capture and Retain Enterprise Expertise

Genpact has launched a new approach called "agentic operations" designed to capture and retain the valuable, often undocumented, expertise held by employees. This system aims to prevent critical knowledge from leaving an organization when individuals depart, using artificial intelligence and process intelligence to preserve this tacit knowledge.

Traditional automation relies on static rules that struggle with real-world variability. Genpact's solution maps actual business processes into a dynamic, machine-readable knowledge graph. It focuses on identifying and understanding exceptions and overrides to standard procedures, which are moments where experience and judgment play a crucial role. The system seeks to codify the reasoning behind these expert decisions.

By understanding the rationale behind decisions, the agentic system can reason through new situations more effectively. It can determine when to act autonomously, when to seek human input, and when to escalate to an expert within a controlled workflow. This allows for end-to-end process execution while continuously learning from every exception, thereby improving precision over time. This capability frees experienced employees from routine tasks, allowing them to focus on judgment-based work.

Balkrishan “BK” Kalra, president and CEO of Genpact, emphasized that true advantage comes from combining AI with deep process intelligence. He stated that general AI models cannot replicate the specific operational knowledge of a company, its unique challenges, or nuanced customer needs. "Agentic operations" fundamentally relies on encoding this long-built organizational knowledge. Without this process intelligence, AI's application may be superficial, but with it, an organization's competitive edge can significantly compound.