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Generative AI has rapidly become an integral part of Shared Services Organizations (SSOs) and Global Business Services (GBS) operations. This report, based on insights from a recent SSON Research & Analytics survey, analyzes the real-world applications, challenges, and potential of Generative AI in service delivery, distinguishing between what has already been achieved and what remains speculative.
Also included are interviews and articles from leading GBS like Allianz Services and Takeda Business Solutions.
