58% of India GCCs adopting Agentic AI: Survey

Global capability centres (GCCs) in India are accelerating the transition from early Artificial Intelligence (AI) experimentation to enterprise-wide deployment, with a strong surge in investment in agentic AI, according to the EY India GCC Pulse Survey 2025.  

The study reveals that 58% of GCCs operating in the country are already adopting agentic AI. An additional 29% are preparing to scale its use within the next year, indicating widespread implementation ahead. Broader GenAI adoption continues to expand, with 83% of centres now investing in the technology. The share of pilots has increased to 43% in 2025, compared with 37% a year earlier.

Customer service remains the most popular GenAI use case, cited by 65% of respondents, followed by finance (53%), operations (49%), and IT and cybersecurity (45%). Business intelligence adoption has risen to 86%, and data strategy maturity has seen a significant uptick from 51% to 67% over the year.

The innovation model within GCCs is undergoing a structural shift. Nearly two-thirds of centres have established dedicated innovation teams and incubation programmes to design and scale global solutions from India, reinforcing the country’s positioning as a strategic innovation hub.

EY has also introduced an Intelligent GCC solution suite designed to support companies in building AI-native centres, integrating areas such as value-chain transformation, governance, responsible AI and targeted upskilling.

The survey finds GCCs gaining increasing strategic influence. About 52% now share accountability for global decision-making, while another 26% are formally consulted. Some centres are advancing toward full ownership of select enterprise functions, including global strategy leadership and leadership pipeline development.

Over the next year, digital transformation, cost optimisation and expansion of functional scope will dominate GCC priorities. Budgets remain focused on technology (25%) and talent development (23%), with reskilling and niche hiring leading the workforce agenda. Attrition has declined further to 9% in 2025.

The survey, conducted between August and October 2025, covered centres with an average size of 800 employees across major and emerging Indian GCC hubs.