Genpact Applies AI Agents to Finance and Insurance Operations

Genpact is applying AI agents to accounts payable, record-to-report, source-to-pay and insurance operations as part of a strategy the company described as central during its Q1 earnings call. The approach, which Genpact calls agentic operations, pairs AI agents that execute tasks with human experts who validate exceptions and maintain responsible-AI guardrails.

Balkrishan “BK” Kalra, CEO in his third year at the firm, said the company’s decades of process work supply the context needed to make models effective inside real workflows.

Genpact originated inside General Electric in 1997, became independent in 2005 and is listed on the New York Stock Exchange. Kalra told Newsweek that foundation models alone rarely help in enterprise settings because they lack knowledge of how decisions, exceptions and handoffs move through a specific business.

Vijay Vijayasankar, Genpact’s global agentic AI officer, said foundation models by themselves very rarely help in an enterprise context.

He added that hallucination is a feature, not a bug, of probabilistic systems and that Sarbanes-Oxley compliance steps must remain explainable, repeatable and reliable. Elena Christopher, chief growth officer for Strategic Programs, said agents moving from pilot to live operations risk doing the wrong steps faster with nobody watching.

She noted that companies must re-engineer processes rather than layer agents onto existing workflows.

HFS Research partnered with Genpact on a survey of 2,002 enterprise executives across 16 industries and 14 functions. The report found that 86 percent of leaders believe technology, data, process and talent debts limit AI value realization, while 51 percent have no remediation plan, an unapproved plan or an approved plan that has not started.