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Traditional shared services are being galvanized by AI, which is fast proving a transformative tool prompting organizations to rethink conventional shared services and GBS models.
AI technologies enable machines to mimic human intelligence, learning from data, identifying patterns, and improving over time. While Generative AI (GenAI) is a powerful addition to the automation toolbox—capable of generating content, translating documents, and creating code—no single technology addresses all challenges.
The SSON Research & Analytics team surveyed 150 shared services and GBS leaders to assess GenAI's impact. This report highlights how GenAI is reshaping service delivery models and is a must-read guide for all SSO/GBS leaders.
Published August 2024
