Agentic AI adoption surges as 58% of India GCCs go beyond experimentation

India-based Global Capacity Centres (GCC) have moved from Artificial Intelligence (AI) experimentation to enterprise-scale adoption, with 58 per cent of centres currently investing in Agentic AI and another 29 per cent planning to scale over the next year, as per the latest edition of EY India GCC Pulse Survey 2025.

- TBG NETWORK

The survey reveals that GCCs are applying GenAI where it matters most - enhancing customer service (65 per cent), followed by finance (53 per cent), operations (49 per cent), IT and cybersecurity (45 per cent). Business intelligence adoption has increased to 86 per cent from 80 per cent last year, while data strategy has risen to 67 per cent from 51 per cent. Two-third of GCCs (67 per cent) are creating dedicated innovation teams and incubation programs to generate, test and globalize ideas from India, the report added. The survey reveals that GCCs in India are becoming key collaborators in global decision-making with over half of India centres (52 per cent) holding shared accountability for global decisions, while another 26 per cent are formally consulted. Twenty per cent centres are on their way to operate with full ownership from India for select funct