Bengaluru, Aug 26: Artificial intelligence is emerging as a major growth driver for India’s retail global capability centres (GCCs), with AI-focused professionals expected to make up 10.6 per cent of the talent pool by 2028.
The projected rise reflects the changing role of retail GCCs in India. Once largely associated with back-office and support functions, these centres are increasingly becoming hubs for technology, analytics, innovation and business transformation for global retail companies.
The growing focus on AI is being driven by retailers’ need to improve efficiency, understand customers better and respond quickly to changing market conditions. Companies are using artificial intelligence across areas such as demand forecasting, inventory management, pricing, supply-chain planning, customer service and personalised marketing.
For businesses, greater access to AI expertise in India could translate into faster product development and more efficient operations. Retailers can use advanced analytics to identify customer trends, improve purchasing decisions and reduce excess inventory, while automation can help lower the time and cost involved in routine processes.
Generative AI is also creating new possibilities. Retail companies are exploring applications ranging from customer interactions and product recommendations to marketing, employee assistance and internal operations. As these technologies become more widely adopted, Indian GCCs could take on a larger role in developing and managing AI solutions for global markets.
The trend is expected to increase demand for professionals with skills in machine learning, data science, generative AI, automation and advanced analytics. Retail companies are also likely to invest more in training and reskilling as AI becomes part of everyday business operations.
The expansion of AI capabilities could strengthen India’s position as a preferred destination for global retail technology operations. Companies may increasingly use their Indian GCCs not simply as service centres, but as strategic teams involved in innovation, technology development and decision-making.
For the wider business ecosystem, this could create opportunities for technology providers, consulting firms and specialised AI companies serving the retail industry. It could also support the creation of higher-value technology roles in India.
However, turning AI investment into measurable business growth will require more than hiring specialists. Retailers will need reliable data, strong cybersecurity, appropriate technology infrastructure and clear strategies for integrating AI into existing operations.
As global retailers continue to invest in artificial intelligence, the growing concentration of AI talent in India’s GCCs could help companies improve productivity, reduce costs, strengthen customer engagement and develop new sources of revenue. The shift is likely to make Indian retail GCCs an increasingly important part of global retail growth strategies through 2028 and beyond.