GCCs switching to smart workflows as AI gobbles up procedural grunt work

Industry experts said AI is shrinking junior-level workflows, reducing standalone procedural functions and pushing multinational companies to redesign the kind of work handled by their India centres. Early industry estimates suggest nearly 18% of India’s GCC work still sits in commoditised, process-heavy functions that are increasingly being automated, embedded into AI-driven workflows or rebuilt by AI-native firms, marking a structural shift in the country’s largest white-collar employment engine.