What challenges did Genpact face before AI implementation?

Manual, labor-intensive vendor management causing inefficiencies and low supplier satisfaction. High volume of HR support tickets related to invoice and tax documentation. Traditional IT support processes slowing issue resolution. Need for improved operational efficiencies and cost optimization. Necessity to adapt workforce skills for AI-driven business processes.

What was the impact of the AI solution?

Doubled supplier satisfaction rates and achieved 85% accuracy in supplier responses. Reduced HR support tickets by 53%. Reported $3.8 ROI per $1 invested in AI initiatives. Upskilled 100,000 employees in AI. Created new job roles in prompt engineering and model fine-tuning.

Source

MicrosoftExpanded

Genpact streamlines finance, HR, and IT operations through AI-driven automation

Use case typeCustomer support automationUpdated Jun 13, 2026

Genpact, in partnership with Microsoft, implemented over 120 AI use cases focusing on finance, HR, and IT operations from India. Key advancements include automating vendor management with AI—doubling supplier satisfaction through 85% accuracy rates—and creating a digital assistant that reduced HR support tickets by 53% for invoice and tax document tracking. IT operations benefited from AI-driven digital assistants that resolve issues without traditional support. Microsoft Copilot tools further enhanced CRM and developer productivity through conversational AI interfaces. These initiatives not only increased operational efficiency and accuracy but also generated substantial financial returns—averaging $3.8 per $1 invested—while upskilling 100,000 employees in AI and spawning new job roles like prompt engineering and model fine-tuning.

Organization: Genpact
Industry: Professional Services
Location: India
Published: July 2024

Reported outcomes

85%

accuracyQuality & accuracy

−53%quantified impact

Strategic outcomes

Customer experience & trustReduced HR support ticket volumeSpeed & agilityResolved IT issues through AI assistantsEmployee experienceCreated new AI-focused job roles

Catalog median for quality & accuracy deployments: +90% across 282 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 5

1vendor management automation
2digital assistant for invoice and tax tracking
3IT support automation

Manual, labor-intensive vendor management causing inefficiencies and low supplier satisfaction.
High volume of HR support tickets related to invoice and tax documentation.
Traditional IT support processes slowing issue resolution.
Need for improved operational efficiencies and cost optimization.
Necessity to adapt workforce skills for AI-driven business processes.

Implemented AI automation for vendor management, boosting accuracy and satisfaction.
Developed a digital assistant using Microsoft AI/LLM for tracking invoices and tax submissions, reducing HR tickets.
Applied AI assistants in IT to resolve employee issues directly.
Adopted Microsoft Copilot for CRM and coding activities, streamlining workflows.
Upskilled employees in AI, prompt engineering, and fine-tuning models.

Technologies

Azure AI Azure OpenAI Copilot

Doubled supplier satisfaction rates and achieved 85% accuracy in supplier responses.
Reduced HR support tickets by 53%.
Reported $3.8 ROI per $1 invested in AI initiatives.
Upskilled 100,000 employees in AI.
Created new job roles in prompt engineering and model fine-tuning.

Sources & evidence1

ExpandedExpanded

The same organization appears in newer AI deployment evidence.