AI for GBS

: experiences, use cases, and implementation

Abstract

The increasing integration of Artificial Intelligence into business processes has revolutionised the way organisations do business around the world. In an era where efficiency, agility and competitiveness are critical, GBS play an important role in the strategic management of companies. The efficiency and performance of GBS are central to meet the diverse demands of a global supply chain while remaining competitive. In this context, the implementation of AI into GBS will be analysed in collaboration with Nebula. The process-based integration of AI is highlighted on the examples of the H2R and the T&E process. Finally, an AI readiness assessment for GBS units is developed and applied to the context of Nebulas GBS using qualitative and explorative methods. AI offers the potential to significantly increase productivity and efficiency, reduce human error and optimise resource utilisation. But while the benefits are obvious, the challenges and hurdles to successfully implementing AI in GBS processes should not be underestimated.

Date of Award	26 Jan 2024
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	René Bohnsack (Supervisor)