Accelerate AI-led Transformation for Global Business Services

For GBS teams, AI can take on far more than individual automation tasks. It can help manage incoming requests, route work, support case management, coordinate teams and give operations leaders a clearer view of what is happening across functions. Topaz AI Next OSM brings these capabilities onto one platform, allowing work to move more easily across front, middle and back-office operations.

Start with the work itself. Can the platform manage service requests and cases? Can it allocate work based on skills and availability? Does it give different teams the dashboards and information they need? And can workflows be configured without creating another rigid technology layer? Topaz AI Next OSM combines service request management, workforce management, case management, smart allocation and reporting with agentic AI workflows and flexible configurations.

Agentic AI becomes useful when a process involves several steps, systems or teams rather than a single automated action. It can help move work forward, surface relevant context and support greater straight-through processing. In Topaz AI Next OSM, agentic workflows sit alongside operational capabilities such as request handling, workforce management and case management, so AI can become part of how work is orchestrated day to day.

High-volume, repeatable processes are an obvious starting point, especially where requests need to be classified, information extracted, cases routed or work assigned across teams. Service requests, case handling, workforce scheduling and operational reporting are all examples. Topaz AI Next OSM is built around these kinds of workflows, with AI-powered request processing, configurable case management and smart allocation among its core capabilities.

Yes. Work allocation becomes more useful when it takes into account who is available, what skills they have, their proficiency and the workgroup they belong to. Topaz AI Next OSM combines workforce management with Smart Allocation, helping route tasks to the right teams and individuals while giving managers visibility into operations through role-based dashboards and reports.

Governance has to be part of the platform design, particularly when AI starts participating in operational workflows. That means looking at guardrails, responsible AI practices and deployment choices alongside automation capabilities. Topaz AI Next OSM includes a Responsible AI framework, built-in guardrails, and both cloud and on-premises deployment options.

GBS environments already contain plenty of systems and point solutions. Adding separate AI tools for every workflow can make that landscape harder to manage. A unified approach gives organizations a common layer for workflows, automation, people and operational visibility. Topaz AI Next OSM is designed around that model, bringing agentic AI workflows, pre-built templates and configurable operational capabilities together in one platform.