Vijay Vijayasankar, the Global Agentic AI Officer at Genpact, is responsible for driving the company's agentic AI vision and accelerating innovation through strategic partnerships across data, AI, go-to-market, and delivery functions. Prior to joining Genpact, he held senior leadership roles at IBM, MongoDB, and SAP. He holds a degree in mechanical engineering and an MBA from the University of Kerala. In an interaction with TOI, he shared insights into Genpact's AI-driven initiatives and more.
Genpact's Shift to AI-Driven Autonomous Operations
Genpact has moved beyond traditional BPO to 'AI-driven autonomous operations.' This shift is less about isolating AI as a revenue line and more about embedding AI into how work gets done. The Advanced Technology Solutions business, which spans data and AI, digital technology, advisory, and agentic solutions, now represents a significant and increasing share of Genpact's overall business. Nearly half of the portfolio is now AI-infused, underscoring AI's central role. The nature of engagements is changing: enterprise clients increasingly seek outcomes like touchless invoice processing with the agentic accounts payable suite or faster financial close with the agentic record-to-report suite.
Building Agentic AI Systems
Genpact positions itself as building 'agentic AI systems' rather than offering services. With three decades of experience operating G&A and COGS functions of global enterprises, Genpact understands the last-mile nuances that make or break each process. This allows the company to offer productized agentic AI solutions differentiated from classic AI and software products as well as traditional services contracts. The conversation has shifted from labor arbitrage to intelligent orchestration and execution at scale, with humans stepping in for judgment and exception handling. In 2025, strong adoption of the Genpact AP Suite was seen, with a significant portion of demand coming from net new clients, indicating an expanded total addressable market. For existing clients transitioning to agentic models, revenue growth and gross margin expansion have outpaced projections.
Growing Roles in the AI Era
As AI takes over repetitive processes, roles are shifting towards data, AI training, and domain-led positions. Everyone at Genpact is becoming an AI Practitioner, with some majoring as AI Builders. Builders design systems (data engineers, AI architects, agentic solution developers), while Practitioners are domain experts (finance leads, supply chain specialists, risk analysts) who now work alongside agents. The narrative that AI destroys jobs misunderstands its capabilities. For example, in programming, actual typing is only 10-20% of the job; the rest involves thinking and architecture. AI takes over repetitive parts, freeing humans for valuable work. Those who resist working with AI risk displacement.
Workforce Transition and Headcount
As jobs are redefined, people are trained to work with AI agents. A supply chain manager who once ran reports now manages agent workflows and interprets AI-generated exception flags. The linear relationship between revenue growth and headcount growth is breaking. In the traditional BPO model, 10% growth required 10% more people. Agentic Operations changes this: workforce composition is changing more than overall size. Genpact continues to invest aggressively in AI talent through hiring and upskilling.
Outcome-Based Pricing and Margins
Clients increasingly seek outcomes rather than manpower, leading to AI-driven, outcome-based pricing models. Margins are accretive in this model, while clients get better outcomes. An analogy: in civil society, local police handle routine tasks within jurisdiction, while federal agents handle exceptions. Similarly, AI agents handle the 'happy flow' of repeatable tasks, and highly trained humans step in for exceptions. This model ensures skilled people are reserved for complex issues. As AI becomes the execution layer, client expectations shift toward outcomes over effort. This enables more predictable operations, and over time, supports value-linked engagement models. The shift toward non-FTE, outcome-based delivery drives higher-quality economics at scale.
Integration of AI, Consulting, and Operations
The industry is moving toward a model where AI, consulting, and operations are fully integrated. Success is defined by the outcome underwritten, not hours spent. Leaders design for autonomy at scale across data, architecture, orchestration, and governance. The Global Agentic AI Officer role exists because organizations are transitioning from human-oriented problem-solving to autonomous enterprise models. Genpact brings technology and process together, connecting domain knowledge, proprietary data, and agentic systems to transform businesses.
